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.
As a Technical Support Analyst, you will serve as the frontline face and problem-solver for our technical support operations. You will be responsible for providing high-quality, timely support to clients and internal teams by diagnosing technical inquiries, performing basic troubleshooting, and triaging system issues.
Responsibilities
- Drive Frontline Support: Serve as the primary point of contact for incoming technical requests, delivering a positive and efficient resolution experience.
- Maintain Platform Stability: Perform routine system checks and basic validation activities to help ensure optimal platform performance across environments.
- Troubleshoot & Document: Diagnose access and configuration issues while accurately logging and tracking tickets according to established procedures.
- Collaborate on Issue Handoffs: Partner with Implementation and Customer Success teams to ensure seamless transition and quick resolution of client issues.
- Build Knowledge Resources: Maintain up-to-date documentation on common platform issues, step-by-step solutions, and FAQs.
Requirements
- 1–2 years of experience in technical support, helpdesk, or customer support role (SaaS platform experience preferred).
- Basic working knowledge of SQL, APIs, JSON, Unix/Linux, and Excel for data reading and simple querying.
- Demonstrated experience using ticketing systems and structured support workflows.
- Bachelor's degree in Information Technology, Business, Operations, or equivalent practical experience.
- Strong track record of effective written and verbal communication skills with diverse stakeholders.
Benefits
- Comprehensive Health & Wellness: Premium medical, dental, and vision packages for you and your dependents.
- Continuous Skill Development: Dedicated time and resources for technical learning, certifications, and hands-on skill development.
- Paid Time Off & Work-Life Balance: Generous paid vacation, sick time, and paid company holidays.
- 401(k) & Financial Planning: Company-matched retirement contribution plans to support your long-term financial goals.