# Enterprise Support Analyst

**Company**: Qualtrics
**Location**: Provo, Utah
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/qualtrics/jobs/8386308?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/enterprise-support-analyst-0308857c-089/

## Description

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

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## Skills

### Required
- technical skills
- consulting skills
- problem-solving skills
- communication skills
- software development

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/qualtrics/jobs/8386308?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)