Support Quality Associate

We are seeking a Support Quality Associate (SQA) to join our Customer Support Team. Reporting to the Quality Manager, the SQA will help define quality assurance and feedback processes to improve customer service and employee development. The role involves supporting customers across multiple channels with passion and empathy, and contributing to the learning environment for support staff. This position offers flexibility for hybrid or remote work, depending on location.

Responsibilities

1. Drive Quality Assurance results through MaestroQA, analyzing trends, creating training programs, grading support interactions, and maintaining grading rubrics.
2. Lead calibration sessions to ensure consistent grading, identify improvements, and provide coaching.
3. Develop and maintain reports on grades, CSAT, and other KPIs.
4. Support customers via live chat, email, and phone, troubleshooting technical issues, onboarding, and addressing inquiries.
5. Investigate technical issues, log cases accurately, and ensure high-quality interactions.
6. Communicate support issues, bugs, and customer feedback daily with technical teams and leadership.

Minimum Qualifications

• Achieved KPIs and demonstrated behaviors such as accountability, impact, courage, and integrity.
• Data-driven with experience in report analysis and action planning.
• Experience supporting multiple channels, including email, chat, and phone.
• Familiarity with Autodesk procedures, CRM navigation, and basic knowledge of iOS, Android, Windows, and cloud software like Microsoft Suite.
• Previous troubleshooting experience with mobile platforms and chat systems.
• Familiarity with the construction industry is a plus.

About Autodesk

Autodesk creates software for innovative projects worldwide, from sustainable buildings to movies. Our culture emphasizes our values, supporting our employees to thrive and make a difference. Join us to shape the future and your career.

We offer comprehensive benefits, including health, financial security, and wellness programs. Learn more about our benefits in the U.S. on our website.

Salary Transparency

The starting salary range for U.S.-based roles is $53,300 to $91,850, depending on experience and location. Compensation includes base salary, bonuses, stock grants, and benefits.

Location: Darmstadt, Germany