Client Services Specialist - Japan & Korea Markets

Job Requisition ID #
26WD101512
Position Overview
As a Client Services Specialist, you will play a critical role in ensuring Autodesk customers have timely access to their purchased software and that customer and partner orders and related inquiries are handled accurately and efficiently in accordance with established global policies and guidelines.
This role requires strong troubleshooting, problem-solving, and communication skills. You will investigate, document, and resolve customer and partner issues while delivering an exceptional service experience in a collaborative environment that encourages knowledge sharing and continuous improvement.
You will be based at our Singapore office under a hybrid work model. Your regular working hours will be Monday through Friday, from 8:30 AM to 5:30 PM Singapore Time (SGT). However, working hours may change based on business requirements.
Responsibilities
Ensure Autodesk customers have timely access to purchased software products by troubleshooting access issues using Autodesk back-office systems and approved third-party diagnostic tools
Communicate effectively with customers and partners through multiple support channels, including phone, chat, web, and email
Maintain high levels of customer and partner satisfaction by investigating and resolving inquiries related to order processing, product access, account sign-in, license fulfillment, and other support requests
Provide guidance on Autodesk Account features and capabilities and conduct product walkthroughs or instructional sessions for customers and partners when required
Serve as a subject matter expert on Autodesk policies, processes, systems, and support tools
Support partner enablement initiatives, including onboarding, training, participation in internal and external forums, and partner service reviews
Develop proficiency in customer-facing and internal technology platforms used to access Autodesk products and services
Work effectively in a fast-paced and evolving environment while maintaining professionalism with customers, partners, and internal stakeholders
Educate customers and partners on available self-service resources through hands-on training, knowledge content, readiness activities, and webinars
Create, review, and maintain knowledge base content for internal Autodesk support teams, customers, and partners
Collaborate with cross-functional teams to deliver efficient and effective service solutions
Partner with local Sales teams to address customer issues, order-related inquiries, and operational requirements
Support Sales teams during quarter-end activities, including order processing deadlines and related operational priorities
Act as a liaison between customers, partners, Sales, and other internal departments to facilitate issue resolution
Build trusted relationships with internal and external stakeholders by providing accurate guidance and reliable support
Contribute to a collaborative team environment by sharing knowledge and providing constructive feedback to colleagues
Demonstrate accountability, ownership, and attention to detail when managing assigned tasks and customer interactions
Minimum Qualifications
3+ years of experience in a customer-facing, Customer Service, or Client Services role
Experience working in a customer service environment and delivering high-quality customer support
Ability to meet or exceed operational Key Performance Indicators (KPIs) and established service standards
Commitment to Autodesk's values and Great Behaviors Guide
Ability to complete required training within established timelines and adhere to live support schedules
Willingness to work varying shifts and overtime when required to meet business and customer needs
Strong written and verbal communication skills
Ability to identify operational trends, analyze challenges, and recommend appropriate solutions
Strong customer service orientation with a commitment to delivering positive customer experiences
Strong technical aptitude and ability to learn new systems, tools, and processes
Creative and innovative problem-solving skills
Ability to manage multiple priorities independently in a fast-paced and dynamic environment
Practical problem-solving approach with the confidence to ask questions, challenge existing processes, and recommend improvements
Fluency in Japanese and English, including written and verbal communication
Preferred Qualifications
Proficiency in additional languages, such as Korean or Chinese
Experience using Customer Relationship Management (CRM) systems, case management tools, or customer support platforms
Experience supporting software licensing, product access, account management, or order processing
Experience working with globally distributed teams and cross-functional stakeholders
Experience delivering customer training, webinars, or partner enablement activities
Familiarity with knowledge management practices and self-service support resources
Experience identifying opportunities to improve customer support processes and operational efficiency
The Ideal Candidate
The ideal candidate is a customer-focused and adaptable professional who combines strong communication skills, technical aptitude, and a willingness to learn with a commitment to delivering exceptional customer and partner experiences
Demonstrates a strong customer-first mindset and approaches support interactions with empathy, professionalism, and a focus on resolution
Applies foundational customer service principles and established processes to resolve routine and moderately complex customer inquiries
Uses analytical thinking and structured problem-solving to investigate issues and identify appropriate solutions
Takes ownership of assigned tasks while seeking guidance from experienced colleagues when navigating unfamiliar or complex situations
Demonstrates strong attention to detail and accuracy when handling customer inquiries, orders, and support documentation
Communicates clearly and professionally with customers, partners, and internal stakeholders across different support channels
Collaborates effectively with team members and cross-functional departments to deliver consistent service outcomes
Learns new technologies, processes, and support tools quickly and applies acquired knowledge to daily responsibilities
Adapts to changing priorities and business requirements while maintaining service quality and operational efficiency
Demonstrates accountability by meeting commitments, following established procedures, and proactively communicating challenges
Contributes to knowledge-sharing initiatives and continuous improvement of customer support processes
Maintains a positive attitude, demonstrates curiosity, and actively seeks opportunities for professional development
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Learn More / Plus d'information
About Autodesk / À propos d’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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!
Bienvenue chez Autodesk ! Nos logiciels créent chaque jour des choses extraordinaires : des bâtiments les plus écologiques aux voitures les plus propres, en passant par les usines les plus intelligentes et les films à succès. Nous aidons les innovateurs à concrétiser leurs idées, transformant non seulement la façon dont les choses sont fabriquées, mais aussi ce qui peut l’être.
Nous sommes très fiers de notre culture chez Autodesk ; elle est au cœur de tout ce que nous faisons. Notre culture guide notre façon de travailler et de nous comporter les uns envers les autres, influence nos interactions avec nos clients et nos partenaires, et définit notre image au monde.
En tant qu’Autodeskien, vous pouvez accomplir un travail significatif qui contribue à bâtir un monde meilleur, conçu et réalisé pour tous. Prêt à façonner le monde et votre avenir ? Rejoignez-nous !
Salary transparency / Transparence Salariale
Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Belonging
We take pride in c