Customer Service Representative

About Us

ATG (Applied Technology Group) is the premier technology business partner for the Architectural, Engineering, and Construction (AEC) industry in North America. ATG strives to build strong relationships within the professional design community by offering complete software and hardware solutions, supported by a team of experienced technical specialists. With their deep industry knowledge, ATG delivers tailored services that meet the unique needs of AEC professionals, ensuring seamless integration and support across their technology platforms.

Overview

As a Customer Success Representative for the Architecture, Engineering, and Construction (AEC) industries, you will be responsible for engaging with both local and national clients to manage software contracts, present purchase and renewal options, and facilitate the setup of support cases, all while ensuring a consistently high level of customer satisfaction. This role requires a deep understanding of the unique needs of AEC professionals, as ATG provides Autodesk solutions designed to enhance productivity and profitability, helping clients maintain a competitive edge in the marketplace. Your focus will be on delivering exceptional service to our expanding customer base, supporting ATG’s mission of building a first-class team and fostering long-term client success.

Responsibilities

• Develop and maintain strong relationships with a select group of accounts, ensuring the successful and widespread adoption of Autodesk solutions.
• Execute regular check-ins and follow-up communications with all assigned accounts to ensure ongoing engagement and satisfaction.
• Manage and monitor assigned accounts, identifying and addressing potential risks for clients experiencing issues or challenges in achieving success.
• Troubleshoot and resolve customer concerns, providing timely and effective solutions to enhance their experience.
• Assist customers with support-related issues, creating and managing cases to ensure optimal software performance.
• Accurately document and update customer records following each interaction to maintain an up-to-date account history.
• Stay current with evolving products and services to maintain a robust knowledge base that supports customer needs.
• Exhibit strong interpersonal skills with a passion for learning new technologies to better assist and support ATG’s customers.
• Log all customer communications in Microsoft Dynamics Contact Record Management System (CRM) to ensure accurate tracking and follow-up.
• Respond promptly to customer inquiries via telephone, email, and other communication channels, providing technical support when needed.
• Participate in special projects as assigned, contributing to broader organizational goals.
• Establish and maintain collaborative relationships with technical services and sales teams to provide a seamless customer experience.

Qualifications

• Bachelor's degree from an accredited university, preferred.
• Previous experience in account management, customer service, sales, or other related fields, required.
• Excellent written and verbal communication skills.

Benefits

• Competitive Base Salary Bonus Structure
• Health, Dental and Vision Benefits
• Short-Term and Long-Term Disability
• Wellness Programs
• Professional Development Reimbursement
• 3 weeks of PTO each year, paid holidays, and your birthday off
• 2 paid volunteer days each year
• 401k match up to 4% after 90 days of employment

At ATG, we believe that diversity drives innovation and strengthens our ability to meet the needs of the Architectural, Engineering, and Construction industry. We are committed to fostering an inclusive workplace where individuals of all backgrounds, experiences, and perspectives are valued and respected. We actively seek to create a team that reflects the diverse world we serve, and we encourage applicants from all walks of life to apply. Together, we strive to build an environment where everyone can thrive and contribute to our shared success.