Support Quality Associate

TN United Kingdom; Birmingham; Hybrid; USD 53,000 - 92,000; Full time

Job summary

An innovative company is seeking a Support Quality Associate to enhance their world-class Customer Support Team. In this dynamic role, you will lead quality assurance efforts and support customers through various channels, ensuring high-quality interactions and continuous improvement. Your analytical skills will help drive actionable insights, while your technical troubleshooting abilities will assist customers in navigating their experiences. Join a forward-thinking organization that values accountability and impact, and be part of a team that shapes the future of customer support.

Benefits

Comprehensive Health Benefits

Financial Benefits

Time Off

Wellness Programs

Qualifications

• Proven track record of achieving KPIs and demonstrating accountability.
• Experience in managing support requests across various channels.

Responsibilities

• Drive Quality Assurance results and support customers on various platforms.
• Communicate daily with Technical Team regarding support issues.

Skills

Data Analysis

Customer Support

Communication Skills

Technical Troubleshooting

CRM Navigation

Empathy

Tools

CRM Systems

Microsoft Suite

Chat Systems

Job description

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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 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, identify areas for improvement, 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 on various platforms through live chat, email, and phone
8. Troubleshoot technical issues, support product usage questions, assist with onboarding and setup, handle subscription inquiries, and relay customer feedback to internal teams
9. Perform investigations into technical issues, log cases with accurate information, and ensure high-quality interactions
10. Communicate daily with the Technical Team, SOPX, and Leadership regarding support issues, bugs, user concerns, customer sentiment, and product feedback

Minimum Qualifications

1. Achieved KPIs and demonstrated behaviors such as impactfulness, accountability, courage, and integrity in your current role
2. Data-driven; comfortable creating and analyzing reports, storytelling with data, and delivering actionable insights
3. Experience managing support requests across multiple channels, supporting peers, and continuous learning
4. Follow Autodesk procedures to guide customer interactions with transparency and honesty
5. Proficient in navigating a CRM system
6. Basic understanding of Apple iOS, Android, Windows platforms, and cloud-based software like Microsoft Suite and OneDrive
7. Experience troubleshooting and supporting iOS, Android, and Windows platforms
8. Experience with chat systems
9. Familiarity with the construction industry

Learn More

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from green buildings and clean cars to smart factories and blockbuster movies. We help innovators turn ideas into reality, transforming how things are made and what can be made.

We pride ourselves on our culture, guided by our Culture Code, which helps our people thrive and realize their potential, leading to better outcomes for our customers.

At Autodesk, you can be your authentic self and do meaningful work that helps build a better future. Join us to shape the world and your career!

Benefits

We offer comprehensive health, financial benefits, time off, and wellness programs. Learn more about our U.S. benefits.

Salary Transparency

For U.S. roles, the starting base salary ranges from $53,300 to $91,850, depending on experience and location. Compensation also includes bonuses, stock grants, and other benefits.

Equal Employment Opportunity