We are seeking a proactive and strategic Digital Support Transition Manager to oversee the seamless handoff of customer interactions from digital chatbot support to Technical Support Agents to reduce the assisted support cases by improving self-service solutions. This role will drive collaboration between Digital and Assisted Support teams to enhance knowledge base content, AI responses, automation, and self-service capabilities. It will ensure that transferred chats reach the appropriate teams with the necessary context for efficient resolution. The ideal candidate will collaborate closely with IT and support teams to optimize the handover process, and enhance overall customer experience.
Location : At a commutable distance from any Autodesk office globally, EMEA or AMER timezone.
Responsibilities
* Seamless Transition to Assisted Support : Oversee and optimize the transition of customer inquiries from chatbot interactions to live Technical Support Agents, ensuring a smooth and efficient handoff
* Ensure that complex or high-impact issues are routed efficiently to technical support agents while minimizing unnecessary escalations
* Collaboration with IT & Support Teams : Work with IT to refine chat routing mechanisms, ensuring inquiries are directed to the correct teams for faster resolution. Work closely with Digital and Assisted Support teams to enhance knowledge base articles, video content, chatbot responses, and automation strategies
* Contextual Information Transfer : Ensure that support agents receive complete and relevant details from chatbot conversations to minimize repetitive questioning and improve resolution times
* Process Improvement & Agent Enablement : Support technical support teams by streamlining workflows, reducing inefficiencies, and implementing best practices for assisted support interactions
* Enable & Support Agents : Assist technical support teams with process changes, ensuring they are equipped with the latest tools, best practices, and necessary training
* Customer Experience Enhancement : Continuously identify and address pain points in the digital-to-agent transition to create a seamless customer support journey
* Automation & AI Integration : Collaborate with automation teams to refine chatbot responses, ensuring they effectively triage inquiries before reaching human agents
* Proactive Issue Resolution : Identify patterns in customer issues and drive the implementation of self-healing solutions to reduce repeat incidents
* Performance Monitoring & Reporting : Track key metrics related to chatbot-to-agent handoffs, analyze trends, and implement data-driven improvements to optimize efficiency
* Knowledge Sharing & Documentation : Maintain clear documentation of chatbot processes, agent workflows, and best practices to drive consistency and operational excellence
Minimum Qualifications
* 7+ years of experience in technical support, digital support operations, or customer service management
* Strong understanding of chatbot technologies, live support workflows, and digital customer service platforms
* Proven ability to collaborative effectively with IT and support teams to refine chat transfer mechanisms, enhance knowledge management and automation processes
* Exceptional problem-solving & analytical skills to identify trends and a proactive approach to process optimization
* Excellent communication, project management and stakeholder engagement skills
Preferred Qualifications
* Experience with AI-driven support systems, automated chat routing, and technical support frameworks
* Background in SaaS, IT services, or enterprise technical support environments
* Familiarity with CRM, chat, and support ticketing tools
LI-MM2
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Salary transparency / Transparence salariale
Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
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