Quality Assurance Specialist

4 weeks ago

Copenhagen, Copenhagen, Denmark Autodesk Full time

Position Overview

We are seeking a highly skilled Quality Assurance Specialist to join our world-renowned Customer Support Team at Autodesk. As a key member of our team, you will play a pivotal role in driving quality assurance and feedback delivery to improve our service and learning experiences for employees.

Responsibilities

  • Quality Assurance (QA) Results
    • Identify and deliver trend analysis data to drive Enablement and Documentation effectiveness
    • 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, areas of improvement are identified and acted upon, and provide coaching opportunities
    • Own, develop, and maintain reports based on grades, CSAT, and other goals
  • Customer and Internal User Support
    • Interact with customers and internal users who use EBCS in different platforms, including live chat, email, and phone
    • 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 and communicate daily with the Technical Team, SOPX, and Leadership to report support issues, bugs, important user concerns, customer sentiment, and product feedback

Minimum Qualifications

  • Hit 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; are 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

About Autodesk

Welcome to Autodesk. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made. Our Culture Code is at the core of everything we do, and our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

Benefits

We give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting our website.

Salary Transparency

Salary is one part of Autodesk's competitive compensation package. For U.S.-based roles, we expect a starting base salary between $53,300 and $91,850. Offers are based on the candidate's experience and geographic location, and may exceed this range.

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