Technical Support Manager

Overview

Lead and manage a technical support team delivering Autodesk software assistance and proactive services

Key Responsibilities

• process implementation
• support services
• training programs
• performance monitoring
• budget management
• escalation resolution

Tasks

-Prompt: making timely decisions based on sound logic and consideration of the consequences -Manage the implementation of processes and plans to ensure effective delivery of technical and support services for Autodesk products -Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes, and programs -Strategic: offering articulate recommendations and rationale and building support with key decision makers -Lead or participate in setting organization vision, global projects & initiatives; proactively identifies more efficient strategies to promote efficiency -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 -Manage and implement employee Human Resource Programs and initiatives; ensure implementation of employee performance plan, on boarding program, employee development and coaching initiatives etc -Organized: clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality manner -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 -Develop relationship with Division staff, drive alignment, understanding and results needed to achieve customer satisfaction and business objectives -Manage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, so on -Drive communication in the organization; ensure new information is coordinated with support teams and partner teams -Directly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders

Requirements

• autodesk
• cloud
• crm
• active directory
• bachelor's
• management

What You Bring

-Proficiency or familiarity using Autodesk products -Experience with cloud/SaaS based applications -Familiarity with Quality Control Systems (desirable) -People-minded: empathizing with, responding to, and problem-solving customer issues -Attentive: actively listening to others to communicate technical information clearly and concisely -Experience working managing, or working in, a remote team -Strong written and verbal English communication skills. (Additional language skills are a plus) -Proficient in CRM, Knowledge capture tools and processes. Knowledge of Active directory and various authentication methods will be added advantage -8 years management experience in a technology or customer support industry -Bachelor's degree or equivalent work experience

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About Autodesk

-Pioneered software for 2D and 3D design, revolutionizing industries. -Known for products like AutoCAD, it reshaped architecture, engineering, and manufacturing workflows. -Empowering creators in fields from construction to digital media, enabling more innovative designs. -Develops tools used in iconic projects, from skyscrapers to blockbuster movies. -Pushes the boundaries of design technology, leading the way in artificial intelligence and automation. -Software is a cornerstone in diverse sectors, from industrial to infrastructure, energy, and entertainment. -Cloud-based solutions streamline design processes and foster real-time collaboration across industries. -A leader in 3D design software, with solutions powering projects in every corner of the globe. -Committed to shaping the future of digital design, bringing complex visions to life.

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