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About the role
Key responsibilities & impact- Ensure customers have immediate access to purchased software products
- Troubleshoot back-office systems and use third-party tools to identify root causes of access issues
- Communicate with customers and partners by phone, chat, and email
- Receive, investigate, and respond to support needs, including order processing, presales, product access, account sign-in, and license fulfilment
- Provide information about Autodesk Account features and conduct how-to sessions
- Serve as a subject matter expert on Autodesk policies, processes, and tools
- Drive partner enablement initiatives, including onboarding, training, forums, and service reviews
- Educate customers and partners on self-service resources through training, content, remote access, readiness calls, and webinars
- Create and modify shared knowledge-base content
- Collaborate with cross-functional and sales teams to resolve customer issues and support sales activities
- Act as a liaison with departments across Autodesk
- Identify process improvements, system enhancements, and automation opportunities
- Meet or exceed operational KPIs
Requirements
What you’ll need- Proficient with Windows operating systems and Microsoft Office products
- Ability to learn internal applications and platforms
- Willingness to work varying shifts and overtime as necessary
- Ability to work in a fast-paced, rapidly changing environment
- Strong team player; comfortable providing feedback to colleagues
- Accountability and ownership of tasks and behaviour
- Strong attention to detail
- Fluent in English and German and/or French
- Other EMEA languages advantageous
- Strong verbal and written communication
- Ability to identify trends and propose solutions
- Service-oriented approach
- Technology-savvy and able to quickly learn new platforms and tools in a Windows environment
- Creative and innovative approach to process improvement
- Research and investigation skills
- Ability to manage multiple priorities and demands using own initiative
- Experience in a customer service environment
Benefits
Comp & perks- Annual cash bonuses may be included
- Commissions for sales roles may be included
- Stock grants may be included
- Comprehensive benefits package
- In-person onboarding and/or in-person ID verification may be required