Job Description

We’re looking for a personable, motivated Technical Support Specialist to join the Our Education team in providing support and assistance to our global customer base of students and educators. This person has passion, energy, and drive for problem solving and ensuring customer delight.

SALESFORCE OR JIRA EXPERIENCE MUST We’re looking for a personable, motivated Technical Support Specialist to join the Autodesk Education team in providing support and assistance to our global customer base of students and educators. This person has passion, energy, and drive for problem solving and ensuring customer delight. In addition, you will help our Level 1 Support agents with the knowledge they need, and act as point-of-contact for other internal team members. The Technical Support team is staffed 24/5, which allows our global customers to contact us at their convenience. Our Support Team members build strong, lasting relationships with customers by understanding their needs and concerns. In this role, you will help support the transition of our Education offerings from legacy systems to our subscription platform, providing ongoing insights based on customer feedback trends to help improve CSAT & CES scores even as we manage through a disruptive transformation process. Our Education offerings are made available to students, educators and academic institutions around the world. Our goal is to inspire and empower the next generation in their pursuit of the skills, experience, degrees, and careers that will allow them to imagine, design and make a better world. WHAT YOU’LL DO • Provide exceptional service by connecting, solving, and building relationships with our customers for each interaction • Thinking outside the box to effectively solve customer concerns and issues • Continually learn and improve your knowledge of Autodesk’s Education platform to help provide an exceptional interaction • Provide timely, constant, and ongoing communication with customers and internal partners regarding their support cases until those cases are solved • Work with engineering and your peers to identify the high priority cases that are impacting our customers. WHAT YOU NEED TO SUCCEED • BS/BA minimum, degree not required with experience • Salesforce, Jira, .xls wizardry • Communication (written & verbal), technical proficiency, organization & good accountability for follow through • Exceptional ability to build trust and communicate with customers in order to fully meet their needs. • 2 to 5+ years' of experience in technical support or software application support • Curiosity – at times, you’ll have to be a bit of a detective as you help solve some of the trickier issues escalated by our Level 1 support agents. • Excellent interpersonal, verbal and written communication skills and professional etiquette • Flexible and adapts well to rapid change

Company Description

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