Job details

Manager, Technical Support

Job Requisition ID #

23WD67504

Position Overview:

Our managers drive performance while collaborating with many parts of the company to directly influence actions focused on increasing customer satisfaction and loyalty.

As a Technical Support Manager, you will lead a diverse team with a clear focus on customer support and adoption of industry leading 3d design, engineering, and entertainment software. Reporting to a Senior Technical Support Manager, this position is responsible for managing talented Specialists who resolve customer issues reported via phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, this leader helps manage proactive support programs by developing, presenting, and partnering on content and presentations to enable the evolution of our support practices and strategies.

Our ideal candidate gathers and analyzes the most critical information needed to understand problems and generates innovative ideas and solutions to solve them and ensures customer issues are resolved, shaping an environment where people are empowered to step up and take responsibility. Do you have a successful track record for directly managing Customer Service or Technical Support Teams? If so, we’d like to hear from you.

Responsibilities

Manage the implementation of processes and plans to ensure effective delivery of technical support services for Autodesk products
Measure and monitor performance against established service levels to ensure achievement of individual and team targets, conducting periodic verification of work to ensure adherence to organizational quality standards
Directly investigate and ensure resolution of escalated issues related to service delivery and customer satisfaction, ensuring timely communication to customers and stakeholders
Manage and implement employee Human Resource programs and initiatives including but not limited to employee performance planning, on boarding, personal development, and coaching
Lead and participate in setting our organizational vision, global projects, and initiatives
Proactively identify strategies to promote efficiency
Ensure staff are adequately prepared to support products by working with our enablement team to develop, plan, and implement training, processes, and programs
Drive communication and change management within the organization, ensuring new information is coordinated in support and with internal stakeholders
Collaborate with peers and senior leaders to communicate operational details and provide information on support effectiveness
Develop relationships to drive alignment and the results needed to achieve customer satisfaction and business objectives

Minimum Qualifications

Bachelor's degree or equivalent work experience
3+ years management experience in a technology or customer support industry
Proficient in CRM tools and processes
Strong written and verbal English communication skills. (Additional language skills are a plus)
Demonstrated ability to use data to inform decision making

Preferred Qualifications

Contact Center Management experience
Proficiency or familiarity using Autodesk products
Experience with cloud/SaaS based applications
Experience managing or working in a remote team
Familiarity with Quality Control Systems

The Ideal Candidate

People-minded: empathizing with, responding to, and problem-solving customer issues
Prompt: making timely decisions based on sound logic and consideration of the consequences
Motivated: having a keen sense of ownership with a bias for action and a willingness to role-up sleeves
Organized: clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality manner
Strategic: offering articulate recommendations and rationale, and building strategic relationships with key decision makers
Intellectually curious: seeking to understand, learning from mistakes, adapting to change, and seeking out ways to develop new skills
Influential: being a role model, inspiring others, and striving to make a positive impact

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Click below to learn more about our benefits in the US.

https://benefits.autodesk.com/

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact

Autodesk Careers

Salary is one part of Autodesk’s competitive package. For U.S.-based roles, we expect a starting base salary between $72,100 and $116,600. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

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CEO of Autodesk

Andrew Anagnost

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By Autodesk

Autodesk’s mission is to empower innovators with design and make technology so they can achieve the new possible. Our technology spans architecture, engineering and construction, product design and manufacturing, and media and entertainment, empo...

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FUNDING

Series C

INDUSTRY

Enterprise Software & Network Solutions

TEAM SIZE

10000+

LOCATION

Hybrid, based in San Rafael, CA

DATE POSTED