Support Quality Associate

Autodesk; Italia; Ibrido; USD 53.000 - 92.000; Tempo pieno

Descrizione del lavoro

A leading company in software solutions seeks a Support Quality Associate to enhance customer support through quality assurance and feedback. This role involves driving QA results and providing customer assistance across various platforms. Ideal candidates will demonstrate accountability and data-driven decision-making while supporting users in a hybrid or remote working environment.

Servizi

Comprehensive health benefits

Financial benefits

Wellness programs

Time off

Competenze

• Achieved KPIs demonstrating impactful behaviors.
• Data-driven with experience in report creation and analysis.
• Experience in multi-channel support and CRM systems.

Mansioni

• Drive Quality Assurance results through trend analysis and grading.
• Support customers across platforms via chat, email, and phone.
• Communicate technical issues and customer feedback to teams.

Conoscenze

Impactfulness

Accountability

Courage

Integrity

Data analysis

Technical troubleshooting

Customer support

Descrizione del lavoro

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, empathy, and a desire 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):
   • Identify and deliver trend analysis data to improve Enablement and Documentation effectiveness; help create or adapt boot camps and training programs.
   • Grade cases (chats, emails, phone calls), handle grade appeals, and provide feedback to EBCS Support employees.
   • Maintain and update our grading rubric to align with changing business needs and goals.
   • Lead calibration sessions to ensure grading consistency, identify areas for improvement, and provide coaching opportunities.
   • Develop and maintain reports based on grades, CSAT scores, and other metrics.
2. 50% of time supporting customers and internal users across different platforms via live chat, email, and phone, including:
   • Troubleshooting technical issues, product inquiries, onboarding, setup, and subscription questions.
   • Logging cases with accurate information for technical issues and resolutions.
   • Communicating support issues, bugs, customer feedback, and sentiment to technical teams and leadership daily.

Minimum Qualifications

• Achieved KPIs and demonstrated behaviors such as impactfulness, accountability, courage, and integrity in your current role.
• Data-driven with experience creating, analyzing reports, and deriving actionable insights.
• Experience handling support requests across multiple channels, supporting peers, and continuous learning.
• Follow Autodesk procedures, maintaining transparency and honesty in customer interactions.
• Comfortable navigating a CRM system.
• Basic understanding of Apple iOS, Android, Windows, and cloud-based software like Microsoft Office, OneDrive, etc.
• Previous troubleshooting and support experience with iOS, Android, and Windows platforms.
• Experience with chat systems.
• Familiarity with the construction industry is a plus.

About Autodesk

Welcome to Autodesk! Our software helps create amazing things daily—from green buildings and clean cars to innovative factories and blockbuster movies. We empower innovators to 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 fosters growth, collaboration, and excellence. Our values help our people thrive and achieve 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!

Benefits

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

Salary Transparency

Our salary range for U.S.-based roles is between $53,300 and $91,850, depending on experience and location. Compensation includes base salary, annual bonuses, commissions (for sales roles), stock grants, and benefits.