Senior Customer Support Associate

Autodesk
Denver, Atlanta
Workplace: HybridFull timeUSD 49,300 - 88,330 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Empathy","Communication","Composure","Cross-functional collaboration","Trust-building"]

Support Autodesk’s key strategic construction software customers by resolving technical issues across live chat, email, and phone/screenshare. Provide clear, empathetic communication, manage expectations, and advocate for customer needs while coordinating with Customer Success and other internal teams. Serve as a trusted escalation point and coach peers, using tools like Zoom, Slack, and Salesforce. Leverage AI-assisted tools to improve productivity and help drive continuous improvements.

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FursaFursa
Autodesk
Autodesk
2 days ago

Senior Customer Support Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Support Autodesk’s key strategic construction software customers by resolving technical issues across live chat, email, and phone/screenshare. Provide clear, empathetic communication, manage expectations, and advocate for customer needs while coordinating with Customer Success and other internal teams. Serve as a trusted escalation point and coach peers, using tools like Zoom, Slack, and Salesforce. Leverage AI-assisted tools to improve productivity and help drive continuous improvements.
Location: Denver, Atlanta
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide support via live chat, email, and phone/screenshare to resolve technical issues for key strategic customers.
  • •Deliver clear, empathetic updates throughout the case lifecycle, manage expectations, and advocate for customer concerns and business impact.
  • •Partner with Customer Success and other internal pillars to ensure seamless customer experiences and represent Support in cross-functional meetings.
  • •Serve as a trusted advisor and escalation point for Customer Support Associates, coaching and sharing product/process expertise.
  • •Identify trends, propose solutions to improve efficiency and customer sentiment, and leverage emerging technologies including AI-assisted tools.
Travel: Low travel

Pay and Benefits

Salary: USD 49,300 - 88,330 annually
Perks:Health InsuranceWellness Stipend

Key Requirements

  • •3+ years in customer support in SaaS, with a proven track record resolving technical issues and handling sensitive customer actions effectively.
  • •Solid understanding of support principles and customer service metrics, including experience in escalated situations and cross-functional collaboration.
  • •Expert knowledge of BuildingConnected, TradeTapp, and Admiin is required.
  • •Exceptional verbal and written communication with composure and patience under pressure.
  • •Consistent performance against KPIs such as CSAT, Volume, Adherence, and Quality.
Experience:3+ yearsSaaSConstruction industry
Skills:EmpathyCommunicationComposureCross-functional collaborationTrust-building
Tech Stack:BuildingConnectedTradeTappAdmiinSalesforceService CloudLive ChatIn-App-MessagingZoomSlackAI-assisted toolsCRM systems

Company Brief

Autodesk
Provides design and engineering software for architecture, construction, manufacturing, media, and entertainment industries, offering CAD, BIM, and 3D modeling tools to enable product and infrastructure design workflows.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Rafael, United States
Founded: 1982
Glassdoor
Glassdoor: 3.9
WebsiteLinkedInGlassdoor