Customer Support Representative #65735

With over $2B in revenue, Autodesk is ranked the 5th largest software company in the world and was recently named one of the top performing companies for 2008 in the BusinessWeek 50 Rankings. Autodesk is a world leader in design innovation technologies for the manufacturing, architecture, construction and media and entertainment industries. Since introducing AutoCAD in 1982, Autodesk has developed a broad portfolio of specialized 2D and 3D Digital Prototyping solutions that give designers, engineers, architects and digital artists the tools they need to create the skyscrapers, bridges, products, games and films that make up our world today. The global Autodesk community includes: - Our employees: 7,000 staff in more than 60 locations around the globe; - Our customers: 9 million users in 160 countries -- 100% of Fortune 100 firms are Autodesk customers; - Our ecosystem: 1,700 channel partners and 3,100 development partners; Twenty-six years ago, Autodesk and AutoCAD changed the world of design by automating drafting. Today we continue to evolve the design process with products used by designers, architects, engineers, and digital artists worldwide. We have been designated one of 2008's "Most Innovative Companies" by Fast Company Magazine. Autodesk: Hot technology....Cool place to work. Title: Customer Support Representative #65735 Location: San Rafael, CA Role/Purpose: Join the Autodesk Business Center and take pride in supporting customers in all aspects of purchasing products, including order entry, subscription, and renewals. Interact with customers, partners, and other internal departments to provide a variety of pre-sales or post-sales services. Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. Principal Duties and Responsibilities: Enter orders into the order system including customer information, serial numbers, and registration codes. Ensure that the orders comply with Pricing and Discount policies. Respond to customer inquiries through e-mail, fax, and/or phone (either direct or queue system). If unable to resolve customer issue, escalate to appropriate staff or management. Provide service within agreed upon Service Level Agreements (SLA's) with various customers, both internal and external. Receive, investigate, and respond to customer inquiries regarding shipments, products, verifications, registration, and complaints. Provide information regarding order status, shipping dates, prices, product availability, and back orders. Analyze and research historical data to solve customer issues. Log quality problems or issues in database. 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. Fill internal/external customer requests for lost media (i.e. disks, manuals) or additional company materials. Generate and analyze regular and ad hoc reports for sales representatives and/or channel partners. Document policies and procedures based on expertise in specific job areas. Work with Process Team to document best practices and workflow. Build customer relationships in-person or by phone. Proactively suggest solutions based on knowledge of customer's business and past purchase history. Ensure high level customer satisfaction by fairly resolving escalated issues. Position requirements: Bachelor degree or equivalent work experience Minimum 2+ years of customer service/order entry or sales experience Excellent interpersonal skills, verbal and written communications skills Ability to handle and prioritize multiple tasks Demonstrated customer service orientation and attention to detail Experienced and knowledgeable in appropriate phone and email etiquette Proficient in MS Office programs including Microsoft Outlook Experience working in a database Knowledge of Autodesk product lines strongly desired Business systems experience with SAP and Siebel strongly preferred Ability to communicate with all levels of personnel within Autodesk Ability to be a team player Discretionary decision making skills Bilingual language skills (oral and written) in Spanish/English, French/English or Portuguese/English strongly preferred Must be able to work overtime (including weekends, if needed) during quarter-end cycles (Ability to also work overtime during other peak business periods strongly desired.) Must be able to work Swing shift Autodesk provides one of the most exceptional compensation and benefit packages, including stock options for all employees, 401k matching, six week sabbatical after four years of employment, domestic partner policy, on going employee training and development, flexible work hours and more! IF YOU ARE AN EXTRAORDINARY PERSON WHO STRIVES FOR EXCELLENCE, PLEASE SUBMIT YOUR RESUME ONLINE AT HTTP://WWW.AUTODESK.COM/CAREERS - Job Req #65735. Autodesk is proud to be an equal opportunity employer that is committed to a diverse workforce. If you are an extraordinary person who strives for excellence, please apply at Autodesk Careers. Autodesk is proud to be an equal opportunity employer that is committed to a diverse workforce. Company: Autodesk Inc. Location: San Rafael Job Category: Customer Support/Client Care