Measure and monitor performance against established service levels to ensure achievement of individual and team targets
Lead the delivery of world-class technical support for Autodesk products by helping build and optimize support processes that strive to exceed service goals
Directly investigate and ensure resolution of escalated issues related to service delivery and customer satisfaction, ensuring timely communication with customers and stakeholders
Champion HR initiative by driving onboarding, performance planning, staff development, and coaching to maintain a high-performing team
Shape the organization’s vision by contributing to global projects that improve our efficiency
Drive communication and change management, ensuring teams are always up-to-date and aligned with internal initiatives
Collaborate with peers and senior leaders to share operational insights and provide information on support effectiveness
Develop relationships to drive alignment and the results needed to achieve customer satisfaction and business objectives

Bachelor's degree or equivalent work experience
5+ years management experience in a technology or customer support industry
Required to have Autodesk product knowledge preferably in D&M space
Proficient in CRM tools and building support operating procedures
Strong written and verbal English communication skills
Demonstrated ability to use data to inform decision making
History of effective coaching and talent development through constructive feedback
Demonstrated ability to manage through ambiguity for oneself and others by leveraging change management strategies
Ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced technical support environment
Ability to manage high pressure customer escalations with executive level stakeholders

Technical Support Manager

Key skills