Job Requisition ID #
25WD89824
Position Overview
We are seeking a proactive and strategic Digital Support Transition Manager to oversee the seamless handoff of customer interactions from digital chatbot support to Technical Support Agents to reduce the assisted support cases by improving self-service solutions. This role will drive collaboration between Digital and Assisted Support teams to enhance knowledge base content, AI responses, automation, and self-service capabilities. It will ensure that transferred chats reach the appropriate teams with the necessary context for efficient resolution. The ideal candidate will collaborate closely with IT and support teams to optimize the handover process, and enhance overall customer experience.
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Location: At a commutable distance from any Autodesk office globally, EMEA or AMER timezone.
Responsibilities
- Seamless Transition to Assisted Support: Oversee and optimize the transition of customer inquiries from chatbot interactions to live Technical Support Agents, ensuring a smooth and efficient handoff
- Ensure that complex or high-impact issues are routed efficiently to technical support agents while minimizing unnecessary escalations
- Collaboration with IT & Support Teams: Work with IT to refine chat routing mechanisms, ensuring inquiries are directed to the correct teams for faster resolution. Work closely with Digital and Assisted Support teams to enhance knowledge base articles, video content, chatbot responses, and automation strategies
- Contextual Information Transfer: Ensure that support agents receive complete and relevant details from chatbot conversations to minimize repetitive questioning and improve resolution times
- Process Improvement & Agent Enablement: Support technical support teams by streamlining workflows, reducing inefficiencies, and implementing best practices for assisted support interactions
- Enable & Support Agents: Assist technical support teams with process changes, ensuring they are equipped with the latest tools, best practices, and necessary training
- Customer Experience Enhancement: Continuously identify and address pain points in the digital-to-agent transition to create a seamless customer support journey
- Automation & AI Integration: Collaborate with automation teams to refine chatbot responses, ensuring they effectively triage inquiries before reaching human agents
- Proactive Issue Resolution: Identify patterns in customer issues and drive the implementation of self-healing solutions to reduce repeat incidents
- Performance Monitoring & Reporting: Track key metrics related to chatbot-to-agent handoffs, analyze trends, and implement data-driven improvements to optimize efficiency
- Knowledge Sharing & Documentation: Maintain clear documentation of chatbot processes, agent workflows, and best practices to drive consistency and operational excellence
Minimum Qualifications
- 7+ years of experience in technical support, digital support operations, or customer service management
- Strong understanding of chatbot technologies, live support workflows, and digital customer service platforms
- Proven ability to collaborative effectively with IT and support teams to refine chat transfer mechanisms, enhance knowledge management and automation processes
- Exceptional problem-solving & analytical skills to identify trends and a proactive approach to process optimization
- Excellent communication, project management and stakeholder engagement skills
Preferred Qualifications
- Experience with AI-driven support systems, automated chat routing, and technical support frameworks
- Background in SaaS, IT services, or enterprise technical support environments
- Familiarity with CRM, chat, and support ticketing tools
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Learn More / Plus d'information
About Autodesk / À propos d'Autodesk
Welcome to Autodesk! Amazing things are created every day with our software - from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk - it's at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
When you're an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!
Bienvenue chez Autodesk ! Nos logiciels créent chaque jour des choses extraordinaires : des bâtiments les plus écologiques aux voitures les plus propres, en passant par les usines les plus intelligentes et les films à succès. Nous aidons les innovateurs à concrétiser leurs idées, transformant non seulement la façon dont les choses sont fabriquées, mais aussi ce qui peut l'être. Nous sommes très fiers de notre culture chez Autodesk ; elle est au cœur de tout ce que nous faisons. Notre culture guide notre façon de travailler et de nous comporter les uns envers les autres, influence nos interactions avec nos clients et nos partenaires, et définit notre image au monde. En tant qu'Autodeskien, vous pouvez accomplir un travail significatif qui contribue à bâtir un monde meilleur, conçu et réalisé pour tous. Prêt à façonner le monde et votre avenir ? Rejoignez-nous !
Salary transparency / Transparence salariale
Salary is one part of Autodesk's competitive compensation package. Offers are based on the candidate's experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Le salaire est l'un des éléments du programme de rémunération concurrentiel d'Autodesk. Pour les postes basés au Canada (Colombie-Britannique), nous proposons un salaire de base compris entre X et X dollars. Les offres sont basées sur l'expérience et la situation géographique du candidat et peuvent dépasser cette fourchette. En plus du salaire de base, notre programme de rémunération peut inclure des primes annuelles en espèces, des commissions pour les postes commerciaux, des attributions d'actions et un ensemble complet d'avantages sociaux.
Diversity & Belonging / Diversité et appurtenance
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
Nous sommes fiers de cultiver une culture d'appartenance où chacun peut s'épanouir. Pour en savoir plus, cliquez ici : https://www.autodesk.com/company/diversity-and-belonging
Are you an existing contractor or consultant with Autodesk?
Êtes-vous un sous-traitant ou un consultant existant d'Autodesk ?
Please search for open jobs and apply internally (not on this external site).
Veuillez rechercher des emplois vacants et postuler à l'interne (pas sur ce site externe).