Support Quality Associate

Autodesk; Bonn; Hybrid; USD 53.000 - 92.000; Vollzeit

Zusammenfassung

Join a forward-thinking company as a Support Quality Associate, where you will enhance customer service and employee development through innovative quality assurance processes. This role allows for flexibility with hybrid or remote work options, making it ideal for those who value work-life balance. You will be part of a renowned Customer Support Team, dedicated to providing impactful support to customers while fostering a culture of growth and authenticity. If you're passionate about making a difference and thrive in a collaborative environment, this opportunity is perfect for you.

Leistungen

Comprehensive health benefits

Financial wellness benefits

Employee wellness programs

Qualifikationen

• Proficient in report creation and data-driven decision making.
• Experience handling multi-channel support requests.

Aufgaben

• Drive QA results and maintain grading rubrics.
• Support customers across platforms via live chat, email, and phone.

Kenntnisse

Quality Assurance

Data Analysis

Customer Support

Technical Troubleshooting

CRM Systems

Tools

Microsoft Suite

OneDrive

Jobbeschreibung

Position Overview

We are seeking a responsible, impactful, and innovative Support Quality Associate (SQA) to join our renowned Customer Support Team. Reporting to the Quality Manager, the SQA will pioneer quality assurance and feedback processes to enhance customer service and employee development. The role involves supporting customers with passion and empathy, and providing feedback for continuous improvement. This position offers flexibility for hybrid or remote work, depending on location.

Responsibilities

1. Drive Quality Assurance (QA) results, dedicating 50% of time to activities such as grading cases (chats, emails, calls), trend analysis, and training program development.
2. Maintain and update grading rubrics, lead calibration sessions, and develop reports based on grades, CSAT, and other metrics.
3. Support customers and internal users across platforms via live chat, email, and phone, handling technical issues, onboarding, inquiries, and capturing customer feedback.
4. Investigate technical issues thoroughly, log cases accurately, and ensure high-quality interactions.
5. Communicate regularly with Technical Team, SOPX, and Leadership regarding support issues, bugs, user concerns, customer sentiment, and product feedback.

Minimum Qualifications

• Achieved KPIs and demonstrated behaviors such as impactfulness, accountability, courage, and integrity in current role.
• Proficient in report creation, analysis, and data-driven decision making.
• Experience handling multi-channel support requests, including email and peer support, with a willingness to learn.
• Adherence to Autodesk procedures, transparency, and honesty in customer interactions.
• Comfortable navigating CRM systems.
• Basic understanding of iOS, Android, Windows platforms, and cloud software like Microsoft Suite and OneDrive.
• Previous troubleshooting/support experience on mobile platforms.
• Experience with chat systems and familiarity with the construction industry is a plus.

About Autodesk

Autodesk creates software for innovative projects worldwide, from sustainable buildings to movies. We foster a culture of growth, authenticity, and meaningful work that helps shape a better future. Join us to make an impact!

Benefits

We offer comprehensive health, financial, and wellness benefits to support our employees' well-being and success. Learn more about our U.S. benefits on our website.

Salary Transparency

Our compensation includes a competitive base salary, typically between $53,300 and $91,850 for U.S. roles, with potential bonuses, stock grants, and other benefits, depending on experience and location.

Equal Employment Opportunity