Job Requisition ID #
24WD76918
Job Description
Position Overview
Manage a diverse team with a clear focus on helping customers adopt industry leading 3D design, engineering, and entertainment software, by providing solutions, direction, and troubleshooting for installation and licensing issues.
You will lead a group of specialists resolving customer issues reported to Autodesk support via phone, web, online forums, and other channels. In addition to reacting to customer issues, Specialists may also engage in multiple proactive support activities such as: presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN). You will drive performance while collaborating with all parts of the company to directly influence the necessary changes to increase customer happiness.
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You will report to Senior Technical Support Manager and work in a Hybrid environment.
Responsibilities
Technical Support
- You will manage the implementation of processes and plans to ensure delivery of technical and support services for Autodesk products.
- Monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards.
- Directly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure communication to customers and appropriate stakeholders.
- Manage employee Human Resource Programs; ensure implementation of employee performance plan, onboarding program, employee development initiatives etc.
- Manage and prepare budgets and work with senior management on forecasting, discrepancies, variance trend analysis.
- Lead setting organization vision, global projects; identify more efficient strategies to promote efficiency.
- Ensure staff are adequately prepared to support products by developing and building training and processes.
Internal Support
- Drive communication in the organization; ensure new information is coordinated with support teams and partner teams.
- Develop relationship with Division staff, drive alignment, understanding and results needed to achieve customer satisfaction and business objectives.
- Establish working relationship with Product Development and Product Management to ensure feedback from customers are addressed, actions are taken and tracked, and customers and staff are informed of progress.
Minimum Qualifications
- Bachelor's degree or equivalent work experience
- 5 years management experience in a technology or customer support industry
- Proficient in CRM, Knowledge capture tools and processes. Knowledge of Active directory and multiple authentication methods will be added advantage.
- Proficiency or familiarity using Autodesk products.
- Experience with cloud/SaaS based applications.
- Experience working managing, or working in, a remote team.
- Familiarity with Quality Control Systems (desirable).
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About 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 - our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!
Salary transparency
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, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.
Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
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