Enterprise Support Analyst

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love.

Enterprise Product Support Analyst

The Enterprise support team is a team of technical experts responsible for leveraging our technology to solve our top tier customers' most complex problems.

Responsibilities

• Leverage your technical and consulting skills to deliver high-quality, impactful assessments through short-term engagements
• Take client issues from inception to resolution with white-glove care
• Partner with Enterprise Account teams to solve complex issues to drive contract renewal
• Provide rapid break-fix support to aid our clients in the moments that matter
• Expand your product knowledge across both CX and EX products
• Share your expertise with your team to drive fast resolution

Growth Opportunities

A big focus within this team is to build out skills to elevate your own professional development, the client engagements and product knowledge mastery are key to your future.

Things You’ll Do

Enterprise Support (1-4 months)

• Onboard to core role and handle EPS reactive requests
• Understand new processes and metric expectations within EPS team
• Advance client initiatives by being the secondary point of contact on project level engagements for higher tier clients
• Shadow your senior peers as they perform targeted reviews that involve analyzing a specific project for potential risk or looking for areas where industry best practices can be implemented

Enterprise Support (5-9 months)

• Continue core role delivery
• Train on break-fix support and how to assess risk of a break-fix request
• Advance client initiatives by being the primary point of contact on project level engagements for higher tier clients
• Perform targeted reviews that involve analyzing a specific project for potential risk or looking for areas where industry best practices can be implemented
• Present final deliverables highlighting the strengths and areas for improvement

Enterprise Support (10-13 months)

• Continue core role delivery
• Spend time on OKRs to develop gaps in internal processes (across departments where possible) that will improve our customer experience and resolution times
• Onboarding support to new team members and users at a client level
• Metric review and host internal trainings
• Lead break-fix support engagements

Requirements

• Bachelor’s degree from a competitive university
• 3+ years of experience working in a technical, consulting, or client-facing role
• Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment
• Comfort in working both autonomously and collaboratively
• Ability to articulate technical concepts to a non-technical audience
• Detail-oriented with an ability to prioritize and meet deadlines
• Familiarity with software and front-end development
• An ability to grasp clients’ needs and recommend value-added solutions
• Excellent verbal and written communication skills
• Strong problem-solving skills

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)
• Wellness Reimbursement Program - $1200 annually ($300/quarter) for wellness-related activities