Job Requisition ID #

24WD77774

Position Overview

GCPay, a leading solution in the United States and Canada, provides the commercial construction industry with a simplified electronic platform to manage the entire invoicing process as it relates to the submission and review of the application for payment, creation, and exchange of lien waiver and notification and exchange of required compliance items. We have customers in all 50 states and Canada.

In this role, you will provide bi-lingual (English and Spanish) support to our clients using GCPay by phone, email, and live chat. This is a remote role. This role will be fully remote, and you will work east coast hours and you will report directly to the Customer Service Associate Manager. This role will be fully remote.

Responsibilities

• Support customers by live chat, email, and phone. Interactions include: troubleshooting technical issues, product usage questions, onboarding, and set and subscription inquiries
• You will report technical issues and log tickets with accurate information to provide a full record of each issue and resolution
• Collaborate with other teams to ensure quality interactions, and promote the voice of the customer. (Sales, Customer Success, Engineering, Customer Experience, Finance)
• Communicate daily with Tier 2 (Technical Team, Specialists), and Leadership to raise important user concerns, customer sentiment, and product feedback
• Take part in support-related projects to allow you to use your unique skill set and improve our team
• Embody Autodesk's "Great Behavior" values on the 'how' (courage, accountability, smart) and the 'what' (team goals - CSAT, quality, productivity, adherence, and more)
• You are seen throughout the organization as accountable, optimistic, and respectful. Employees and customers know that items in your hands will be taken care of quickly
• You have a continuous improvement mindset and an abundance of ideas
• Taking inbound calls, emails, chats from users needing help - ranging from immediate / critical issues through to enhancement requests for changes to the product
• Monitoring the support queue - ensuring our service levels are maintained for both responding and closing requests
• Owning all cases through to completion, liaising with the customer and setting realistic expectations and communicating through to completion
• Troubleshooting technical software issues, including recreating issues

Minimum Qualifications

• 1+ years in Customer Support (individual contributor role) with experience in email, phone, and live chat in a SaaS environment. You understand the difference between technical troubleshooting and brute force
• Experience working with service indicators and using these to succeed for our customers. Elevated verbal and written skills together with composure and patience
• Previous experience troubleshooting and supporting iOS, Android, and Windows platforms and cloud-based software like Microsoft Suite, OneDrive
• Have a collaborative and consultative work style with an elevated level of integrity and accountability
• Experience juggling multiple things at once; customer interactions, using resources, supporting your peers, motivated to learn new things

Learn More

About Autodesk

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.

We take great pride in our culture here at Autodesk - our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary transparency

Salary is one part of Autodesk's competitive compensation package. For U.S.-based roles, we expect a starting base salary between $53,300 and $91,850. Offers are based on the candidate's experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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