Bilingual Client Support Specialist

2 weeks ago

Portland, Oregon, United States Autodesk Full time
Job Requisition ID: 24WD77774
Position Overview

GCPay, a premier solution in North America, offers the commercial construction sector a streamlined electronic platform for managing the entire invoicing process. This includes the submission and review of payment applications, creation and exchange of lien waivers, and handling required compliance items.

Our clientele spans all 50 states and Canada.

In this position, you will deliver bilingual (English and Spanish) assistance to our clients utilizing GCPay through various communication channels including phone, email, and live chat.

This role is fully remote and operates on east coast hours, reporting directly to the Customer Service Associate Manager.Key Responsibilities
Provide support to customers via live chat, email, and phone. Interactions may involve troubleshooting technical issues, addressing product usage inquiries, onboarding new clients, and managing subscription questions.

You will document technical issues and log tickets with precise information to maintain a comprehensive record of each issue and its resolution.

Collaborate with cross-functional teams to ensure high-quality interactions and advocate for the voice of the customer (Sales, Customer Success, Engineering, Customer Experience, Finance).

Engage daily with Tier 2 (Technical Team, Specialists) and Leadership to communicate significant user concerns, customer sentiment, and product feedback.

Participate in support-related projects that leverage your unique skill set and enhance our team’s performance.

Embody Autodesk's values of accountability, optimism, and respect. You will be recognized throughout the organization as someone who ensures that tasks are completed efficiently and effectively.

Maintain a mindset focused on continuous improvement and bring forth innovative ideas.

Minimum Qualifications

1+ years of experience in Customer Support (individual contributor role) with a background in email, phone, and live chat support within a SaaS environment.

You possess a clear understanding of technical troubleshooting as opposed to basic problem-solving.
Experience with service indicators and utilizing them to achieve customer success. Strong verbal and written communication skills, coupled with composure and patience.
Prior experience in troubleshooting and supporting iOS, Android, and Windows platforms, as well as cloud-based software like Microsoft Suite and OneDrive.
Exhibit a collaborative and consultative work style with a high level of integrity and accountability.
Ability to manage multiple tasks simultaneously; engaging with customers, utilizing resources, supporting peers, and a desire to learn new skills.
About Autodesk

At Autodesk, we empower innovators to turn their ideas into reality, transforming not only how things are made but also what can be made.

We take pride in our culture, which is rooted in our Culture Code and influences everything we do.

Our values and operational methods foster an environment where our employees can thrive and realize their potential, leading to improved outcomes for our customers.

As an Autodesker, you can be your authentic self and engage in meaningful work that contributes to building a better future for all.

Benefits

We offer a comprehensive benefits package that includes health and financial benefits, time off, and wellness programs, ensuring our employees can perform at their best.

Equal Employment Opportunity

Autodesk is committed to creating a diverse workplace and an inclusive culture, providing opportunities for all individuals to imagine, design, and create a better world.

We are proud to be an equal opportunity employer and consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

We also consider qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We are dedicated to fostering a culture of belonging and an equitable workplace where everyone can thrive.

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