Customer Support Hero
Plano, TX

Job Description

Customer Support Hero

Location: Home Office, TX- United States

Job ID: 19WD34188

Position Overview

PlanGrid is looking for a Customer Support Hero in CST to add to our award-winning Customer Support Team! We are a team of amazing support specialists spread all around the globe; winner of Stevie Awards for 3 years in a row. Our Customer Support team not only provides front-line service to our users, but also works across multiple internal organizations in order to better provide for the entire customer experience.

As a Customer Support Hero you will support our users throughout their day-to-day operations with agility and zen-like calm. PlanGrid Support has hundreds of interactions per day through various different channels, making ninja multitasking skills and grace under fire some of the hallmarks of our team.

Responsibilities

* Support: Support customers and internal users who use PlanGrid via web browser iOS, Android, and Windows mobile apps. Our channels of communication are live chat, email, and phone. Interactions include but are not limited to: troubleshooting technical issues, assisting users with onboarding and set up, licensing, and funneling requests to the appropriate department
* Quality control: Perform front line investigations into technical issues, and log cases with accurate information to provide a full record of each issue and resolution. Ensure every interaction is of the highest quality, regardless of the user's question or issue.
* Reporting: Communicate daily with Tech Support team and leadership to report support issues, bugs, and important user concerns
* Take part in interesting and challenging support-related projects that will allow you to utilize your unique skill set and make an impact on our team

Minimum Qualifications

* Have a passion for incredible customer service, exceptional communication (verbal and written) including top notch grammar and spelling, and excellent people skills
* Have a technical leaning mind that helps you troubleshoot and evaluate issues fast and efficiently. Can break down complex technical concepts into day to day terminology to help out non-tech users
* Have a technical leaning mind that helps you troubleshoot and evaluate issues quickly and accurately. Analytical, meticulous, and enjoy thinking outside the box to solve tough problems
* Are a quick study, resourceful, and not afraid to tackle difficult cases on your own; driven to work hard with minimum supervision
* Have amazing composure and loads of patience, as in: nothing ever rattles you
* Are a ninja with your keyboard with your fast and accurate typing and have unparalleled phone skills
* Are a master multitasker nailing the art of juggling multiple chats at once, while handling emails, and supporting your peers
* Empathy: you really enjoy learning from and talking to our users, even when they are not having the best of days
* Comfortable with cloud-based software like Dropbox, Google Docs, One Drive, etc.
* Understanding of basic functionality of Apple iOS, Android, and Windows platforms
* Candidate must be located in the USA Pacific or Mountain Time Zone

Preferred Qualifications

* Familiarity with the construction industry
* Proficiency in a second language
* Previous experience in technical support is a plus
* Familiarity with Zendesk and other CRM systems
* Experience with chat systems

About Autodesk

With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world. '348088