Support Quality Associate Job in Mumbai at Autodesk

Autodesk is hiring for the role of Support Quality Associate!

Responsibilities of the Candidate:

• 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 act upon, and provide coaching opportunities

• Own, develop, and maintain reports based on grades, CSAT, and other goals

• Assist with interactions which include but are not limited to troubleshooting technical issues, product usage questions, onboarding and setup, subscription inquiries, and carrying customers' voices to internal teams to drive the business forward

• 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 quality

• Communicate daily with the Technical Team, SOPX, and Leadership to report support issues, bugs, and important

Requirements:

• 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 partners
• Experience handling support requests from a variety of different channels, while handling emails, supporting your peers, and always learning new things
• Use Autodesk procedure to guide interactions with customers; be transparent and honest
• Are comfortable navigating a CRM
• Understand the basic functionality of Apple iOS, Android, and Windows platforms, as well as cloud-based software like Microsoft Suite, OneDrive, etc.
• Previous experience troubleshooting and supporting iOS, Android, and Windows platforms
• Experience with chat systems
• Familiarity with the construction industry