Mid & Senior level trade support professionals providing operational support for Everest OMS focused on credit trading workflows. Handling issue resolution, user support, and technical configuration.
About the role
- Technical Support Manager leading a team to provide customer support for Autodesk software solutions. Responsibilities include performance monitoring, issue resolution, and team development.
Responsibilities
- 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
Requirements
- 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
Benefits
- Health and financial benefits
- Time away and everyday wellness
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