Autodesk
Design and make software for architecture, engineering, construction, and entertainment industries.
Provide front-line support for Autodesk Construction Cloud users via chat, email, phone.
23 days ago
Junior (1-3 years)
Full Time
Melbourne, Victoria, Australia
Hybrid
Company Size
11,600 Employees
Service Specialisms
Design
Engineering
Construction
Architecture
Consulting
Product Development
Technology Solutions
Software Development
Sector Specialisms
Building Design
Construction
Automotive
Building Product Manufacturing
3D Animation
Architecture
Engineering
Construction Professionals
Role
Description
issue investigation
case logging
technical support
autodesk cloud
customer onboarding
feedback reporting
- Manage requests and act as a liaison with internal stakeholders (Sales, Customer Success, Engineering, Operations, Marketing, Finance)
- Perform extensive front-line investigations into technical issues, and log cases with accurate information to provide a full record of each issue and resolution. Ensure every interaction is of the highest quality
- Attend the office on a weekly basis for in-office meetings, 1:1 coaching, and training events
- Take part in interesting and challenging support-related projects that will allow you to utilize your unique skillset and make an impact on our team.
- Thinks outside the box and use resources to come up with solutions
- Support customers and internal users who use the Autodesk Construction Cloud suite (and other Autodesk products) on multiple platforms. Our channels of communication are live chat, email, and, screen-share, and phone. Interactions include but are not limited to: troubleshooting technical issues, product usage questions, onboarding and set up, subscription inquiries, and carrying customer’s voice to internal teams to drive the business forward
- Communicate daily with the Tier 2 Team, SMEs, and Support Leadership to report support issues, bugs, important user concerns, customer sentiment, and product feedback
Requirements
salesforce
ios
android
web
crm
japanese
- Familiarity with support-centric KPIs and Metrics
- Are a master multi-tasker nailing the art of juggling multiple things at once, while handling emails, supporting your peers, and constantly learning new things
- Have attention-to-detail with an analytic and technical mindset that helps you troubleshoot and evaluate issues quickly, efficiently, and accurately
- Mastery of Salesforce
- Previous experience troubleshooting and supporting web, iOS and Android platforms
- Are experienced in breaking down complex concepts into day-to-day terminology to help customers of all technical proficiencies
- Exceptional written and verbal communication skills
- Remarkable empathy and listening skills. You really enjoy learning from and talking to our customers. You have amazing composure and are very patient
- Are comfortable navigating a CRM
- Understand and can express how policy and procedure yields successful results for Autodesk and their customers; are transparent and honest
- Understand the basic functionality of Apple iOS, Android, and web browser platforms as well as cloud-based software like Microsoft Suite, One Drive, etc
- Familiarity with AI productivity tools
- Understand the customer journey (from sales to adoption to support)
- Are resourceful and not afraid to tackle difficult questions on your own; driven to work hard with minimum supervision
- Written Japanese language proficiency
- Have a proven track record of exceptional customer support experience
- Experience with chat systems
- Familiarity with the construction industry
- Have an amazing work ethic, are adaptable and a team player. You can identify where help is needed and are motivated to pitch in, coach, and train your peers
Benefits
Information not given or found
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
Founded in 1982
Year of establishment
Marks the beginning of Autodesk's journey in pioneering design software solutions.
- Pioneered software for 2D and 3D design, revolutionizing industries.
- Known for products like AutoCAD, it reshaped architecture, engineering, and manufacturing workflows.
- Empowering creators in fields from construction to digital media, enabling more innovative designs.
- Develops tools used in iconic projects, from skyscrapers to blockbuster movies.
- Pushes the boundaries of design technology, leading the way in artificial intelligence and automation.
- Software is a cornerstone in diverse sectors, from industrial to infrastructure, energy, and entertainment.
- Cloud-based solutions streamline design processes and foster real-time collaboration across industries.
- A leader in 3D design software, with solutions powering projects in every corner of the globe.
- Committed to shaping the future of digital design, bringing complex visions to life.
Culture + Values
- Innovation: We believe in the power of creativity to push boundaries and change the world.
- Collaboration: We work together to create solutions that make a difference.
- Customer Success: We are focused on delivering products and services that help our customers succeed.
- Sustainability: We are committed to making a positive impact on the planet and communities.
- Integrity: We act with honesty and uphold the highest ethical standards.
- Inclusion: We embrace diverse perspectives and strive for an environment where everyone belongs.
Environment + Sustainability
2023
Net-zero commitment
Aiming to achieve net-zero carbon status, a critical step in combating climate change.
35%
Carbon emissions reduction
Significant reduction in overall carbon footprint across all emission scopes since 2019.
- Designing products that help users make more sustainable decisions, including tools for low-carbon building design.
- Aims to advance climate resilience by providing tools to better predict and plan for climate risks.
- Promotes circular design principles and helps customers optimize material use and reduce waste.
Inclusion & Diversity
30% Female Workforce
Gender Diversity
As of 2023, 30% of the global workforce identifies as female, highlighting progress in gender diversity across the organization.
25% Leadership Representation
Female Leadership
25% of leadership positions are held by women, indicating strides toward gender parity in executive roles.
2025 Diversity Goal
Leadership Commitment
A strategic initiative to boost representation of underrepresented groups in leadership positions by 2025.
12 Employee Groups
Employee Resource Networks
Twelve employee resource groups are supported, fostering inclusion and community for diverse populations including women, LGBTQ+, and veterans.
- Leadership Commitment: Has set a goal to increase representation of underrepresented groups in leadership by 2025.
- Inclusive Hiring: Implements inclusive recruitment practices and strives for diverse candidate slates for all roles.