Enterprise Support Specialist
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. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.
Enterprise Support Specialist
Why We Have This Role
The Enterprise support team is a team of technical experts responsible for leveraging our technology to solve our top tier customers' most complex problems. While in Enterprise Support you will experience close collaboration with XMSM, TAM, RES and ENG teams on a day to day basis.
The role consists of a mix of reactive and proactive activities. Reactive tasks include troubleshooting issues raised by customers as well as providing hands on keyboard break-fix support. The proactive elements involve delivering short term engagements and guidance to customers that provide them with program assurance and technical support. As part of these engagements it will be your core responsibility to analyze potential risks and provide recommendations that will deliver the most impact.
How You’ll Find Success
- 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
- 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
- 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
- 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
- Bachelor’s degree from a competitive university
- 1 year of experience working in a technical, consulting, or client-facing role (years of experience will impact client ownership and scope of responsibilities)
- 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
- Supportive environment with opportunities to work both autonomously and collaboratively
- Fun, inviting, and inclusive team made up of passionate, kind, and smart people who exemplify what it means to be Customer Obsessed
- Competitive salary, performance bonuses, and savings investment account.
- Quarterly reimbursement for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- Monthly allowance for meals, telework and groceries.
- Experience bonus to be used for an “Experience” of your choosing every year.
- Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women’s Leadership Development, which exist as places for support, allyship, and advocacy.