Support Quality Associate

1 semana atrás

Lisboa, Lisboa, Portugal Tn Portugal Tempo inteiro

.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).Responsibilities1.
~50% of time spent driving Quality Assurance (QA) results (via MaestroQA)1.
Identify and deliver trend analysis data to drive Enablement and Documentation effectiveness; help create or cater boot camps and other training programs2.
Grade cases (chats, emails, and phone calls), address grade appeals, and deliver feedback to EBCS Support employees3.
Oversee and maintain our grading rubric to adapt to changing business needs and goals4.
Lead regular calibration sessions to ensure grading cohesion, areas of improvement are identified and acted upon, and provide coaching opportunities5.
Own, develop, and maintain reports based on grades, CSAT, and other goals2.
~50% of time supporting customers and internal users who use EBCS in different platforms.
Our channels of communication are live chat, email, and phone.1.
Interactions include but are not limited to: troubleshooting technical issues, product usage questions, onboarding and set up, subscription inquiries, and carrying customer's voice to internal teams to drive the business forward2.
Perform investigations into technical issues, and log cases with accurate information to provide a full record of each issue and resolution.
Ensure every interaction is of the highest quality3.
Communicate daily with the Technical Team, SOPX, and Leadership to report support issues, bugs, important user concerns, customer sentiment, and product feedbackMinimum QualificationsHit goal in KPIs (the Whats) and behaviors (the Hows) in your current role (impactful, accountable, courageous, and integrity)Data-driven; you're comfortable creating & analyzing reports, telling a story with the data, and delivering action-items to partnersExperience handling support requests from a variety of different channels, while handling emails, supporting your peers, and always learning new thingsUse Autodesk procedure to guide interactions with customers; are transparent and honestAre comfortable navigating a CRMUnderstand the basic functionality of Apple iOS, Android, and Windows platforms as well as cloud-based software like Microsoft Suite, OneDrive, etc

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