Support Quality Associate

Autodesk; London; Hybrid; GBP 53,000 - 92,000; Full time

Job summary

A leading company in software innovation seeks a Support Quality Associate to enhance its world-renowned Customer Support Team. In this hybrid or remote role, you will drive quality assurance efforts and provide essential support to customers across various platforms, helping them resolve technical issues and improving their experience.

Benefits

Comprehensive health benefits

Financial benefits

Wellness programs

Qualifications

• Experience handling support requests from various channels.
• Comfortable navigating and using CRM systems.
• Previous troubleshooting/support experience with iOS, Android, and Windows platforms.

Responsibilities

• Drive Quality Assurance (QA) results via MaestroQA.
• Identify trend analysis data to improve Enablement and Documentation.
• Support customers with troubleshooting technical issues across multiple platforms.

Skills

Data-driven

Customer empathy

Troubleshooting

Communication skills

Tools

CRM systems

Apple iOS

Android

Windows

Microsoft Suite

OneDrive

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

• ~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 Support employees
• Oversee and maintain our grading rubric to adapt to changing business needs and goals
• Lead regular calibration sessions to ensure grading cohesion, areas of improvement are identified and acted upon, and provide coaching opportunities
• Own, develop, and maintain reports based on grades, CSAT, and other goals

~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 but are not limited to: 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 to provide a full record of each issue and resolution. Ensure every interaction is of the highest quality.

Communicate daily with the Technical Team, SOPX, and Leadership to report support issues, bugs, important user concerns, customer sentiment, and product feedback.

Minimum Qualifications

• Hit goals in KPIs (the Whats) and behaviors (the Hows) in your current role (impactful, accountable, courageous, and integrity)
• Data-driven; comfortable creating & analyzing reports, telling a story with data, and delivering action items to partners
• Experience handling support requests from various channels, supporting peers, and continuously learning
• Use Autodesk procedures to guide customer interactions; be transparent and honest
• Comfortable navigating a CRM
• Understanding of basic functionality of Apple iOS, Android, Windows, and cloud-based software like Microsoft Suite, OneDrive, etc.
• Previous troubleshooting/support experience with iOS, Android, and Windows platforms
• Experience with chat systems
• Familiarity with the construction industry

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About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – 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, guided by our Culture Code, which helps our people thrive and achieve better outcomes for our customers.

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

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

Salary transparency

Salary is part of Autodesk’s competitive compensation package. For U.S.-based roles, the starting base salary ranges from $53,300 to $91,850, depending on experience and location. Offers may exceed this range. Additional compensation includes annual bonuses, sales commissions, stock grants, and benefits.

Equal Employment Opportunity