Job title: Technical Support Manager
Company: Autodesk
Job description: Job Requisition ID #
22WD62263
Position Overview
Autodesk is looking for a Technical Support Manager to join its Global Product Support group. With a clear focus on helping customers adopt industry leading tools, this role is responsible for leading a group of specialists resolving customer product issues reported to us primarily via scheduling a call, logging a case or chat. All our teams have a direct influence on customer adoption and enable customers to realize the value of their investment.
As Autodesk completes its transition to a fully subscription and cloud-based company, there has never been a more exciting time to join the Global Product Support group as one of our live support managers. If you thrive in a dynamic environment, if you know what it means to do business in the cloud and SaaS, and have the proven skills to lead through change then we want to talk to you!
Looking for a career that combines innovative technology and creativity, ultimately helping creative and engineering types to build a better world? If so, meet Autodesk Learn why Autodesk is continually ranked a top place to work by Fortune, Forbes, and Glassdoor: Top 7 Reasons You Should Work at Autodesk.
Responsibilities
Manage a team of specialists to achieve world-class levels of customer satisfaction; ensure appropriate resources are in place and work schedules are established
You will be required to work during a set American time zone starting in the evening IST
Work globally with counterparts and leadership globally to respond, investigate and take accountability for tasks
Lead or participate in driving the organizational vision, global projects and initiatives; proactively identifies more efficient strategies to promote efficiency
Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes and programs
Manage the implementation of global processes and plans to ensure effective delivery of technical support
Measure and 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
Develop a team of technical support specialists adhering to the Autodesk Culture Code
Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders
Manage and implement employee Human Resource Programs and initiatives; ensure implementation of employee performance plan, on boarding program, employee development and coaching initiatives etc
Drive communication in the organization; ensure new information is coordinated with support teams and partner teams
Work closely with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolve customer issues
Ability to work in flexible working hours/Shifts. Current shift will be AMER hours (10:00PM – 06:30AM IST), subject to change as per business requirement
Minimum Qualifications
Bachelor of Science degree in Civil, Architectural or similar
3+ years of team leadership with a minimum of 6 team members
8+ years of technology and customer support experience
Relevant knowledge of Construction management tools like BIM 360, PlanGrid, Assemble
Experience in construction and BIM industry needs
Proficient in CRM
Experience supporting cloud/SaaS based applications
Experience in managing a shared services team would be an added advantage
Preferred experience on KCS tools and processes
The Ideal Candidate
Our ideal candidate gathers and analyzes the most critical information needed to understand problems and generate innovative ideas and solutions to solve them; ensures that customer issues are resolved, pulling the right groups together to be in service for the customer; holds all stakeholders accountable for achieving goals; and encourages others to take appropriate risks, shaping an environment where people are empowered to step up and take responsibility. You will have a great track record for directly managing and developing teams of technical support specialists or customer service specialists using modalities such as chat, web cases or phone. You will have a high level of accountability and strive to get things done.
Smart I prioritize and apply targeted effort to the work that matters most
Innovative I am relentlessly curious and creative
Adaptable I embrace uncertainty and flex to changing circumstances quickly
Inclusive I work collaboratively with people who are diverse in background, culture, and ways of living
Impactful I am passionate about making a positive impact, I am committed to our customers’ success
Humble I share credit and shoulder responsibility
Courageous I offer and respond to constructive feedback
Accountable I do what I say and say what I do
Pragmatic I approach all work as important work, even if it’s not fun and exciting
One Autodesk We act as One Autodesk to get the best results for our customers, our business, and our employees
Empower Decision makers We may disagree with a decision, but we fully commit and always respectfully disagree
Authentic Selves We create a safe environment for people to speak courageously and ask for help
Integrity We hold each other accountable to the highest ethical standards
#LI-POST
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 .
Expected salary:
Location: Bangalore, Karnataka
Job date: Thu, 21 Jul 2022 07:07:25 GMT
Apply for the job now!
