Support Quality Associate

Autodesk; Birmingham; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

Join a leading technology company as a Support Quality Associate (SQA), where you will drive quality assurance and support excellence in a hybrid or remote work environment. You will be instrumental in enhancing customer experiences and employee growth through impactful feedback and innovative support practices. Ideal candidates have a background in technical support and a strong commitment to accountability and customer satisfaction. Comprehensive benefits are included, fostering a supportive work culture.

Benefits

Health and wellness programs

Financial security benefits

Comprehensive benefits package

Qualifications

• Experience managing support across multiple channels.
• Proficient in report creation and analysis.
• Familiarity with iOS, Android, and Windows troubleshooting.

Responsibilities

• Driving QA results through assessments and feedback.
• Supporting customers via chat, email, and phone.
• Developing reports and leading quality calibration sessions.

Skills

Accountability

Data-driven

Communication

Technical Troubleshooting

Tools

CRM Systems

Microsoft Office

OneDrive

Chat Support 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, empathy, and a craving for feedback. This is an exciting time at Autodesk, and you will lead from the front—affecting our employees' and customers' experiences every day across various industries worldwide. This job can be hybrid or remote, depending 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 enhance Enablement and Documentation; assist in creating or tailoring boot camps and training programs
3. Grade cases (chats, emails, and calls), handle grade appeals, and provide feedback to EBCS Support employees
4. Maintain and update the grading rubric to meet evolving business needs
5. Lead calibration sessions to ensure consistent grading, identify improvement areas, and coach staff
6. Develop and maintain reports based on grades, CSAT, and other KPIs

~50% of time supporting customers and internal users across various platforms via live chat, email, and phone channels. Tasks include troubleshooting technical issues, product inquiries, onboarding, subscription questions, and relaying customer feedback to internal teams. Perform technical investigations, log cases accurately, and ensure high-quality interactions. Communicate support issues, bugs, and customer sentiment daily with the technical team, SOPX, and leadership.

Minimum Qualifications

• Meet KPIs and exhibit behaviors such as impactfulness, accountability, courage, and integrity in your current role
• Data-driven; proficient in report creation, analysis, storytelling with data, and deriving actionable insights
• Experience managing support requests across multiple channels, supporting peers, and continuous learning
• Follow Autodesk procedures, demonstrate transparency and honesty
• Comfortable navigating CRM systems
• Basic understanding of iOS, Android, Windows, and cloud-based tools like Microsoft Office and OneDrive
• Previous troubleshooting/support experience with iOS, Android, and Windows
• Experience with chat support systems
• Familiarity with the construction industry is preferred

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About Autodesk

Welcome to Autodesk! Our software helps create everything from sustainable buildings and eco-friendly vehicles to blockbuster movies. We empower innovators to turn ideas into reality, transforming manufacturing and design.

We take pride in our culture—our Culture Code guides us to foster a thriving environment where our people can reach their potential, leading to better outcomes for our customers. At Autodesk, you can be your authentic self and do meaningful work that shapes a better future. Join us!

We offer comprehensive benefits, including health, financial security, wellness programs, and more. Learn about our U.S. benefits offerings.

Salary transparency

Starting salaries for U.S. roles range from $53,300 to $91,850, based on experience and location. We also emphasize bonuses, stock grants, and other benefits.

Equal Employment Opportunity