Aktiviere Job-Benachrichtigungen per E-Mail!

Support Quality Associate

TN Germany

Hannover

Hybrid

USD 53.000 - 92.000

Vollzeit

Vor 29 Tagen

Erhöhe deine Chancen auf ein Interview

Erstelle einen auf die Position zugeschnittenen Lebenslauf, um deine Erfolgsquote zu erhöhen.

Zusammenfassung

An established industry player is seeking a passionate Support Quality Associate to enhance their renowned Customer Support Team. In this dynamic role, you will be pivotal in driving quality assurance and delivering impactful feedback that improves customer service and employee experiences. Your responsibilities will include analyzing performance data, supporting customers through various channels, and collaborating with internal teams to resolve issues. This position offers the flexibility of a hybrid or remote work environment, making it an exciting opportunity for those looking to make a meaningful impact while enjoying a supportive workplace culture.

Leistungen

Health Benefits
Financial Benefits
Time Off
Wellness Programs
Annual Cash Bonuses

Qualifikationen

  • Proven track record in achieving KPIs and delivering quality customer service.
  • Experience in troubleshooting across iOS, Android, and Windows platforms.

Aufgaben

  • Drive Quality Assurance results and deliver feedback to support employees.
  • Support customers through troubleshooting and product usage inquiries.

Kenntnisse

Data Analysis
Customer Support
Technical Troubleshooting
Communication Skills
Empathy
Problem Solving

Ausbildung

High School Diploma
Experience in Customer Support

Tools

CRM Software
MaestroQA
Microsoft Suite

Jobbeschreibung

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)

  1. Identify and deliver trend analysis data to drive Enablement and Documentation effectiveness; help create or cater boot camps and other training programs

  2. Grade cases (chats, emails, and phone calls), address grade appeals, and deliver feedback to EBCS Support employees

  3. Oversee and maintain our grading rubric to adapt to changing business needs and goals

  4. Lead regular calibration sessions to ensure grading cohesion, areas of improvement are identified and acted upon, and provide coaching opportunities

  5. 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.

  1. 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

  2. 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

  3. 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

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.

Hol dir deinen kostenlosen, vertraulichen Lebenslauf-Check.
eine PDF-, DOC-, DOCX-, ODT- oder PAGES-Datei bis zu 5 MB per Drag & Drop ablegen.