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Client Services Specialist - Spanish (PM shift)
Autodesk Construction Solutions, Dublin, County Dublin, IE
Position Overview As a Client Services Specialist, you will be a critical part of Autodesk’s help to ensure our customers have instant access to their software and partner orders and related inquiries are handled with a high level of quality in accordance to defined global principles and guidelines. The position involves strong troubleshooting, problem-solving, and communication skills. You will be responsible for ensuring that customer and partner problems are properly analyzed, documented, and resolved with the goal of creating an exceptional experience in an environment of shared team knowledge. Work Schedule: Monday to Friday 2:30PM – 11:00PM Responsibilities CUSTOMER SUPPORT: Ensure high level customer satisfaction. Receive, investigate, and respond to customer inquiries regarding products, verifications, registration and activation, license fulfillment via physical shipments or electronic downloads and complaints. Respond to customer inquiries through e-mail, chat and/or phone (either direct or queue system). Respond to escalated partner/customer issues from Tier 1 support. Provide feedback and quality assurance on Tier 1 processed cases, including helpful insights and analysis to improve first contact resolution rates and response times. Build customer relationships and proactively suggest solutions based on knowledge of customer’s business and past purchase history. Educate customers/partners on resources available and promote the self-service tools. Communicate and work closely with local sales office to obtain approvals for returns and/or credits. Maintain records of returns, schedule changes, product enhancements or changes, product pricing, and return credits. Act as a liaison with various departments throughout the company. Be a trusted advisor to internal/external parties. OPERATIONAL SUPPORT: Enter orders into the appropriate system ensure compliance with all Pricing and Discount policies and SOX requirements. Provide service within agreed upon Service Level Agreements (SLA's) with various customers, both internal and external. Fill internal/external customer requests regarding Autodesk policies and procedures. Generate and analyze regular and ad hoc reports for management, sales representatives and/or channel partners. Document policies and procedures based on expertise in specific job areas. Minimum Qualifications Fluent in English and Spanish Language required 2+ years’ troubleshooting, support and customer service experience Great verbal and written communication skills Eager to learn new technologies and systems Strong work ethic: Team oriented, self-starter, high energy, and results oriented Highly skilled at multi-tasking with the ability to quickly adapt and learn Ability to think outside the box as needed with an instinct for innovation Desire to be in a constant evolving and dynamic team with a strong culture focus Advanced IT Skills and experience in working towards KPIs What can we offer: Competitive base salary plus annual bonus Ongoing development and product training Recognition Contests & Awards via Autodesk Applause Program Comprehensive Medical, Dental, Vision, and Business Travel Medical Insurance Life and Disability & Retirement Plans Employee Assistance & Wellbeing Programs Employee Stock Purchase Plan (ESPP) Paid Volunteer Time What else do I need to know about working for Autodesk? First off, you need a sense of humor. There’s not much room for big ego’s here at Autodesk. Our culture is defined by our people. It’s why we constantly feature at the top of many great place to work awards. If you think you can deliver on all the mentioned above, we’d like to hear from you. If the role looks like a stretch, we’d like to hear from you EVEN MORE. #LI-POST 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. Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers. Recommended SkillsMultitaskingSelf MotivationSuccess DrivenTeam WorkingHardworking And DedicatedScheduling