Hiring: Customer Support Associate Company: Autodesk Location: Atlanta, GA Job Posted Time: 2026-09-11 10:42:13 Employment Type: Hybrid Target Skills & Keywords : Android, SaaS, iOS About the job Required Skills: •Support customers through live chat, email, and outbound phone. Customer interactions may include technical troubleshooting, product usage questions, onboarding, account setup, mobile application support, subscription inquiries and more. •Manage multiple active customer cases with accurate, concise, and complete documentation. Maintain clear ownership and provide timely follow-up throughout each case, including when updates or actions are pending from other teams. •Troubleshoot issues in our cloud-based software across web browsers, mobile applications, operating systems, and networks. Use a structured process to gather relevant information—such as browser details, screenshots, console information, or HAR files—form and test hypotheses, isolate variables, and determine appropriate next steps. •Explain technical concepts and troubleshooting steps in clear, patient, and accessible language. Help customers understand what information is needed, why it is needed, and how to provide it, regardless of their level of technical experience. •Partner cross-functionally with Tier 2, Product, Customer Success, Sales, Finance, other Support teams and more to resolve customer issues, identify recurring concerns, and represent the voice of the customer. •Advocate persistently and professionally for customers by following up with internal stakeholders, escalating blockers, clarifying customer impact, communicating important issues and customer sentiment to Support leadership and technical escalation teams, and more. •Participate in support projects, documentation improvements, training, quality initiatives, and other activities that improve the effectiveness of the team. •Embody Autodesk's “Culture Code” on the 'how' (One Autodesk, Optimistic, Relentless, Brave, Ingenious, Trusted) and the 'what' (team goals – CSAT, quality, productivity, schedule adherence, and more). Qualifications: •Strong written and verbal communication skills, including the ability to organize information, write coherent customer responses, document technical investigations, communicate with different teams and leadership, and adjust communication for different audiences. •Demonstrated problem-solving skills and the ability to think through unfamiliar issues using a logical and structured troubleshooting process. •Demonstrated capacity to explain technical concepts and instructions to customers who may have limited experience with browsers, mobile applications, cloud software, or technical terminology. •Operational familiarity with web browsers, mobile applications, iOS, Android, Windows, and cloud-based software. •Demonstrated capacity to manage multiple customer interactions and open cases while maintaining accurate documentation and dependable follow-up. •Composure, patience, empathy, and professionalism when working with frustrated customers or navigating situations where an immediate resolution is not available. •Demonstrated capacity to collaborate with internal teams while remaining persistent and clear when advocating for a customer. •Demonstrated capacity to work effectively within a structured schedule and communicate proactively when priorities or case complexity require assistance. •Demonstrated capacity to work some holidays based on business needs and team scheduling. •Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made. Compensation: •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!