Live Technical Support Manager (US Time Shift) @ Autodesk

Live Technical Support Manager (US Time Shift)
Location: Bangalore-IndiaPosition OverviewAutodesk is looking for a Live Support Manager to join its Global Product Support group. With a clear focus on helping customers adopt industry leading 3d design, engineering, and entertainment software this role is responsible for leading a group of specialists resolving customer product issues reported to us primarily via phone and chat. All our teams have a direct influence on customer adoption, and with R&D to make the necessary changes needed to increase customer satisfaction and loyalty. 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 responsibilityYou will have a great track record for directly managing and developing teams of technical support specialists or customer service specialists, using live support modalities such as chat, web cases or phone. 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!Responsibilities
* Manage team 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 set America time zone starting around 8pm IST
* Manage the implementation of processes and plans to ensure effective delivery of Live 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.
* Manage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, etc.
* Drive communication in the organization; ensure new information is coordinated with support teams and partner teams.
* 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.
* Work closely with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolve customer issuesMinimum Qualification
* Bachelor's degree in relevant field
* 2+ years of team leadership with a minimum of 6 team members
* 8+ years of technology and customer support experience
* Relevant knowledge of software, computer and network systems
* Proficient in CRM and KCS tools and processes
* Past experience supporting cloud/SaaS based applicationsExperience in managing chat support teams would be an added advantage The Ideal Candidate
* Think: Smart I prioritize and apply targeted effort to the work that matters most
* Think: Innovative I am relentlessly curious and creative
* Think: Adaptable I embrace uncertainty and flex to changing circumstances quickly
* Feel: Inclusive I work collaboratively with people who are divers in background, culture, and ways of living
* Feel: Impactful I am passionate about making a positive impact, I am committed to our customers' success
* Feel: Humble I share credit and shoulder responsibility
* Do: Courageous I offer and respond to constructive feedback
* Do: Accountable I do what I say and say what I do
* Do: Pragmatic I approach all work as important work, even if it's not fun and exciting
* The Way we Work: One Autodesk We act as One Autodesk to get the best results for our customers, our business, and our employees
* The Way we Work: Empower Decision makers We may disagree with a decision but we fully commit
* The Way we Work: Authentic Selves We create a safe environment for people to speak courageously and ask for help
* The Way we Work: Integrity We hold each other accountable to the highest ethical standards