Support Quality Associate
3 months ago
Position Overview
We are looking for an accountable, impactful, and innovative Support Quality Associate (SQA) to expand our world-renowned Customer Support Team. As an SQA, reporting to the Quality Manager, you will help pioneer what quality assurance and feedback delivery means for our team so that we can improve the service we provide to customers and the learning experiences for our employees in their careers. You will also support our customers throughout their daily operations with passion, experience empathizing with frustrated customers, and a craving for feedback. This is an exciting time at Autodesk and you will lead from the front - you will affect our employees' and customers' experiences every day, in several industries, all over the world. This job can be hybrid or remote (dependent on your current location).
Responsibilities
~50% of time spent driving Quality Assurance (QA) results (via MaestroQA)
Identify and deliver trend analysis data to drive Enablement and Documentation effectiveness; help create or cater boot camps and other training programs
Grade cases (chats, emails, and phone calls), address grade appeals, and deliver feedback to EBCS Support employees
Oversee and maintain our grading rubric to adapt to changing business needs and goals
Lead regular calibration sessions to ensure grading cohesion, areas of improvement are identified and acted upon, and provide coaching opportunities
Own, develop, and maintain reports based on grades, CSAT, and other goals
~50% of time supporting customers and internal users who use EBCS in different platforms. Our channels of communication are live chat, email, and phone.
Interactions include but are not limited to: troubleshooting technical issues, product usage questions, onboarding and set up, subscription inquiries, and carrying customer's voice to internal teams to drive the business forward
Perform 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
Communicate daily with the Technical Team, SOPX, and Leadership to report support issues, bugs, important
user concerns, customer sentiment, and product feedback
Minimum Qualifications
Hit goal in KPIs (the Whats) and behaviors (the Hows) in your current role (impactful, accountable, courageous, and integrity)
Data-driven; you're comfortable creating & analyzing reports, telling a story with the data, and delivering action-items to partners
Experience handling support requests from a variety of different channels, while handling emails, supporting your peers, and always learning new things
Use Autodesk procedure to guide interactions with customers; are transparent and honest
Are comfortable navigating a CRM
Understand the basic functionality of Apple iOS, Android, and Windows platforms as well as cloud-based software like Microsoft Suite, OneDrive, etc
Previous experience troubleshooting and supporting iOS, Android, and Windows platforms
Experience with chat systems
Familiarity with the construction industry
#LI-TG1
Learn More
About 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 – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us
Benefits
From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $53,300 and $91,850. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Equal Employment Opportunity
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