Qualtrics - Provo, UT
posted 2 months ago
About the position
At Qualtrics, we are dedicated to creating software that empowers the world's best brands to deliver exceptional frontline experiences, build high-performing teams, and design products that resonate with people. As an Enterprise Support Specialist, you will be part of a specialized team of technical experts who are responsible for leveraging our technology to address the most complex challenges faced by our top-tier customers. This role is a blend of reactive and proactive activities, where you will troubleshoot issues raised by customers and provide hands-on support while also engaging in proactive initiatives that deliver program assurance and technical guidance. Your core responsibility will be to analyze potential risks and provide impactful recommendations that enhance customer satisfaction and drive success. In this position, you will collaborate closely with various teams, including XMSM, TAM, RES, and ENG, to ensure that our clients receive the highest level of service. You will take client issues from inception to resolution, providing white-glove care and rapid break-fix support during critical moments. As you expand your product knowledge across both Customer Experience (CX) and Employee Experience (EX) products, you will also share your expertise with your team to facilitate fast resolutions. This role is designed to foster your professional development, with opportunities to grow into various roles such as Technical Account Manager, Solution Engineer, or XM Success Manager, among others. Your journey will begin with onboarding to the core role, where you will handle reactive requests and understand new processes and metrics within the Enterprise Support team. As you progress, you will take on more responsibilities, including being the primary point of contact for project-level engagements and leading break-fix support initiatives. Throughout your time in this role, you will have the chance to develop your skills, contribute to client initiatives, and enhance the overall customer experience.
Responsibilities
- Leverage technical and consulting skills to deliver high-quality assessments through short-term engagements.
- Take client issues from inception to resolution with exceptional care.
- Partner with Enterprise Account teams to solve complex issues and drive contract renewals.
- Provide rapid break-fix support to clients during critical moments.
- Expand product knowledge across both CX and EX products.
- Share expertise with the team to drive fast resolution of client issues.
- Onboard to core role and handle EPS reactive requests.
- Advance client initiatives by being the secondary point of contact on project-level engagements for higher-tier clients.
- Perform targeted reviews to analyze specific projects for potential risks and areas for improvement.
- Lead break-fix support engagements and host internal trainings.
Requirements
- Bachelor's degree from a competitive university.
- 1 year of experience in a technical, consulting, or client-facing role.
- Self-starter capable of managing multiple projects in a dynamic environment.
- Comfortable working both autonomously and collaboratively.
- Ability to articulate technical concepts to a non-technical audience.
- Detail-oriented with strong prioritization skills.
- Familiarity with software and front-end development.
- Ability to understand clients' needs and recommend value-added solutions.
- Excellent verbal and written communication skills.
- Strong problem-solving skills.
Nice-to-haves
- Experience in a customer support role within a technology company.
- Familiarity with Experience Management software.
- Knowledge of industry best practices in customer support.
Benefits
- In-office perks like catered lunch, snack bars, and the ability to bring your dog to work (in select offices).
- Relocation bonus for out-of-state applicants.
- 30 paid days off: 15 PTO days + 5 Personal Days + 10 Holiday Closures (additional PTO with tenure).
- Qualtrics Experience Program - $1800 annually for an experience of your choosing (eligible after one year).
- Wellness Reimbursement Program - $1200 annually ($300/quarter) for wellness-related activities.
