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Bilingual Client Support Specialist
2 months ago
Position Overview
GCPay stands as a premier solution within the commercial construction sector across the United States and Canada, offering a streamlined electronic platform for managing the invoicing process. This encompasses the submission and review of payment applications, the creation and exchange of lien waivers, and the management of compliance documentation.
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 entirely remote and operates on East Coast hours, with direct reporting to the Customer Service Associate Manager.Key Responsibilities- Provide customer support via live chat, email, and phone, addressing technical issues, product inquiries, onboarding processes, and subscription-related questions.
- Accurately document technical issues and log tickets to maintain a comprehensive record of each incident and its resolution.
- Collaborate with cross-functional teams to ensure high-quality interactions and advocate for customer feedback (Sales, Customer Success, Engineering, Customer Experience, Finance).
- Maintain daily communication with Tier 2 (Technical Team, Specialists) and Leadership to highlight significant user concerns, customer sentiment, and product insights.
- Participate in support-related initiatives that leverage your unique skills to enhance team performance.- Uphold Autodesk's values of accountability, optimism, and respect, ensuring that all tasks are managed efficiently and effectively.
- Foster a mindset of continuous improvement and contribute innovative ideas.
Minimum Qualifications- Over 1 year of experience in Customer Support (individual contributor role) with proficiency in email, phone, and live chat within a SaaS environment.
- Strong understanding of technical troubleshooting versus basic problem-solving techniques.- Familiarity with service indicators and their application to enhance customer satisfaction.
- Excellent verbal and written communication skills, coupled with patience and composure.
- Previous experience in troubleshooting and supporting iOS, Android, and Windows platforms, as well as cloud-based software like Microsoft Suite and OneDrive.
- A collaborative and consultative approach to work, demonstrating high integrity and accountability.
- Ability to manage multiple tasks simultaneously, including customer interactions and resource utilization, while being motivated to learn new skills.About Autodesk
At Autodesk, we empower innovators to transform their ideas into reality, revolutionizing the manufacturing process and expanding the boundaries of what is possible.
Our culture is deeply rooted in our values, which guide our actions and help our employees thrive, leading to exceptional outcomes for our customers.
As part of Autodesk, you are encouraged to be your authentic self and engage in meaningful work that contributes to a better future for all.
BenefitsWe 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 OpportunityAutodesk is committed to building a diverse workplace and fostering an inclusive culture, providing equal opportunities for all qualified applicants.
We consider all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.
Diversity & BelongingWe take pride in nurturing a culture of belonging and an equitable workplace where everyone can thrive.
