Support Quality Associate

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

Job summary

An innovative company seeks a Support Quality Associate to enhance customer experiences and improve service quality. This role involves driving quality assurance through data analysis and customer support, ensuring every interaction meets high standards. You'll engage with customers across various platforms, troubleshoot technical issues, and provide valuable feedback to internal teams. With a focus on integrity and accountability, you'll play a crucial role in shaping the future of customer support. Join a forward-thinking organization that values your contributions and offers comprehensive benefits to support your growth.

Benefits

Health Benefits

Financial Benefits

Wellness Programs

Stock Grants

Bonuses

Qualifications

• Proven track record of achieving KPIs and demonstrating integrity.
• Comfortable creating and analyzing reports and delivering insights.

Responsibilities

• Drive quality assurance results and maintain grading standards.
• Support customers with troubleshooting and product usage inquiries.

Skills

Data Analysis

Customer Support

Technical Troubleshooting

Communication

CRM Navigation

iOS Support

Android Support

Windows Support

Construction Industry Knowledge

Job description

Social network you want to login/join with:

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 mean 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 — affecting 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)
   • Identify and deliver trend analysis data to drive Enablement and Documentation effectiveness; help create or cater boot camps and other training programs
   • Grade cases (chats, emails, and phone calls), address grade appeals, and deliver feedback to EBCS Support employees
   • Oversee and maintain our grading rubric to adapt to changing business needs and goals
   • Lead regular calibration sessions to ensure grading cohesion, identify areas of improvement, and provide coaching opportunities
   • Own, develop, and maintain reports based on grades, CSAT, and other goals
2. ~50% of time supporting customers and internal users who use EBCS on different platforms. Our channels of communication are live chat, email, and phone.
   • Interactions include troubleshooting technical issues, product usage questions, onboarding and setup, subscription inquiries, and carrying customer's voice to internal teams to drive the business forward
   • Perform investigations into technical issues, log cases with accurate information, and ensure every interaction is of the highest quality
   • Communicate daily with the Technical Team, SOPX, and Leadership to report support issues, bugs, user concerns, customer sentiment, and product feedback

Minimum Qualifications

1. Achieved KPIs (the Whats) and exhibited behaviors (the Hows) such as being impactful, accountable, courageous, and demonstrating integrity in your current role
2. Data-driven; comfortable creating and analyzing reports, telling stories with data, and delivering actionable insights
3. Experience handling support requests from various channels, supporting peers, and continuously learning
4. Follow Autodesk procedures to guide customer interactions; transparent and honest communication
5. Comfortable navigating a CRM system
6. Basic understanding of Apple iOS, Android, Windows platforms, and cloud-based software like Microsoft Suite and OneDrive
7. Previous troubleshooting/support experience with iOS, Android, and Windows
8. Experience with chat systems
9. Familiarity with the construction industry

Learn More

About Autodesk

Welcome to Autodesk! Our software helps create amazing things daily — from green buildings and clean cars to smart factories and hit movies. We help innovators turn ideas into reality, transforming how things are made and what can be made.

We pride ourselves on our Culture Code, which embodies our values and ways of working, helping our people thrive and realize their potential, leading to better outcomes for our customers.

As an Autodesker, you can be authentic and do meaningful work that helps build a better future. Ready to shape the world and your future? Join us!

We offer comprehensive benefits, from health and financial benefits to wellness programs. Learn more about our benefits in the U.S. by visiting our website.

Salary Transparency

Starting base salary ranges from $53,300 to $91,850, depending on experience and location. Our total compensation includes bonuses, stock grants, and benefits.

Equal Employment Opportunity