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About the Role
As a Client Services Specialist, you will ensure customers have instant access to their software and partner orders. You will handle inquiries with high quality, troubleshoot problems, and resolve issues to create an exceptional customer experience.
Responsibilities
- Ensure customers have immediate access to all purchased software products by troubleshooting back-office systems or leveraging third-party tools.
- Communicate with customers and partners via phone, chat, and email.
- Ensure high levels of customer and partner satisfaction by responding to support needs and issues, including order processing and inquiries related to product access, account sign-in, and license fulfillment.
- Provide information on Autodesk Account features and capabilities, conducting “how to” sessions as needed.
- Serve as a subject matter expert on Autodesk policies, processes, and tools.
- Lead initiatives for partner enablement and effectiveness, including onboarding, training, and participation in forums and service reviews.
- Become proficient in technology, learning platforms customers interact with and internal applications.
- Work in a fast-paced, dynamic environment while maintaining professionalism.
- Educate customers and partners on self-service resources, including providing training, creating content, and delivering webinars.
- Create and modify content in a shared knowledge base for internal and external use.
- Collaborate with cross-functional teams to deliver efficient service solutions.
- Communicate and work closely with local sales offices to address customer issues and order questions.
- Work closely with sales for quarter-end activities like order entry cut-off dates.
- Act as a liaison with various departments throughout the company.
- Be a trusted advisor to internal and external parties.
- Demonstrate accountability, ownership, and attention to detail.
Requirements
- Minimum 3+ years in a customer-facing or client services position.
- Experience in a customer service environment.
- Meet or exceed operational KPIs.
- Adhere to Autodesk’s Great Behaviors Guide.
- On-time training and live support adherence.
- Willingness to work varying shifts and overtime as necessary.
- Strong verbal and written communication skills.
- Ability to identify trends and propose solutions.
- Service-oriented.
- Technology savvy.
- Creative and innovative.
- Adaptable; ability to manage multiple priorities and demands using own initiative in a fast-paced and dynamic environment.
- Pragmatic, comfortable asking questions and challenging the status quo.
- Fluent in Japanese (speaking and writing).
- Fluent in English (speaking and writing).
- Other languages such as Korean or Chinese are an advantage.
Skills
- Troubleshooting
- Problem-solving
- Communication
- Technology proficiency
- Customer service
- Order processing
- Account sign-in
- License fulfillment
- Partner enablement
- Content creation
- Webinar delivery
- Cross-functional collaboration
- Sales support
- Trend identification
- Adaptability
- Initiative
- Japanese fluency
- English fluency
Location
- Singapore
Work Type
- Hybrid-remote
Experience Level
- Minimum 3+ years
Benefits
- Comprehensive benefits package
About the Company
- Amazing things are created every day with Autodesk's software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies.
- Autodesk helps innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
- Autodesk has a strong culture that guides how employees work, treat each other, connect with customers and partners, and show up in the world.
- Autodesk employees do meaningful work that helps build a better world designed and made for all.
Equal Opportunity
- Autodesk cultivates a culture of belonging where everyone can thrive.