Support Quality Associate

Autodesk; United Arab Emirates; Hybrid; USD 53,000 - 92,000; Full time

Job summary

Join a forward-thinking company as a Support Quality Associate, where you will enhance customer experiences and improve service quality. This role involves driving quality assurance, analyzing data, and supporting customers across various platforms. You will play a pivotal role in shaping the future of customer support while working in a collaborative and innovative environment. The company values its employees and offers a comprehensive benefits package, ensuring you can thrive in your career. If you are passionate about customer service and ready to make an impact, this is the perfect opportunity for you.

Benefits

Health Benefits

Financial Benefits

Flexible Work Hours

Wellness Programs

Annual Bonuses

Stock Grants

Qualifications

• Experience in customer support across various channels and a data-driven mindset.
• Comfortable navigating CRM systems and troubleshooting technical issues.

Responsibilities

• Drive Quality Assurance results and support customers using various communication channels.
• Analyze data to improve training programs and oversee grading rubrics.

Skills

Data Analysis

Customer Support

Technical Troubleshooting

CRM Navigation

Communication Skills

Knowledge of iOS, Android, Windows

Familiarity with Construction Industry

Tools

MaestroQA

Microsoft Suite

OneDrive

Job description

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

1. 50% of time spent driving Quality Assurance (QA) results (via MaestroQA)
2. Identify and deliver trend analysis data to drive Enablement and Documentation effectiveness; help create or cater boot camps and other training programs
3. Grade cases (chats, emails, and phone calls), address grade appeals, and deliver feedback to EBCS Support employees
4. Oversee and maintain our grading rubric to adapt to changing business needs and goals
5. Lead regular calibration sessions to ensure grading cohesion, areas of improvement are identified and acted upon, and provide coaching opportunities
6. Own, develop, and maintain reports based on grades, CSAT, and other goals
7. 50% of time supporting customers and internal users who use EBCS in different platforms. Our channels of communication are live chat, email, and phone.
8. 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
9. 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
10. Communicate daily with the Technical Team, SOPX, and Leadership to report support issues, bugs, important user concerns, customer sentiment, and product feedback

Minimum Qualifications

1. Hit goal in KPIs (the Whats) and behaviors (the Hows) in your current role (impactful, accountable, courageous, and integrity)
2. Data-driven; you're comfortable creating & analyzing reports, telling a story with the data, and delivering action-items to partners
3. Experience handling support requests from a variety of different channels, while handling emails, supporting your peers, and always learning new things
4. Use Autodesk procedure to guide interactions with customers; are transparent and honest
5. Are comfortable navigating a CRM
6. Understand the basic functionality of Apple iOS, Android, and Windows platforms as well as cloud-based software like Microsoft Suite, OneDrive, etc
7. Previous experience troubleshooting and supporting iOS, Android, and Windows platforms
8. Experience with chat systems
9. Familiarity with the construction industry

LI-TG1

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!

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.