Enterprise Support Specialist

1 week ago

Dublin, Ireland Qualtrics Full time

At Qualtrics, we create software the worldâs best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platformâwe 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 conventionâbut 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, youâll be part of a nimble group thatâs 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 wonât have to look to find growth opportunitiesâready or not, theyâll find you. From retail to government to healthcare, weâre on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think thatâs work worth doing.

 

Senior Specialist, Enterprise Support

 

Why We Have This Role 

At Qualtrics, we are on the cutting edge of Experience Management; helping our clients to provide the best experiences for their customers and employees. 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 Technical Account Managers and Support and Engineering teams on a day-to-day basis.

 

How Youâll Find Success 

  • Youâll know you are a top performer when you consistently receive top satisfaction scores from our wide variety of Enterprise clients­. Youâll become an authority/expert in the Qualtrics product, which will ensure you can effectively help our top-tier customers customers with a mix of instructing and troubleshooting. 
  • You will thrive in a fast-paced environment, handling customer interactions via phone, email, and chat with exceptional attention to detail. 
  • You have strong organisational skills, can juggle multiple priorities, and are a great communicator who empathizes with customers. You are inventive in the face of challenges, you use your expertise to consult and advise on best practices and refuse to give up until our customers succeed.
  • You will collaborate closely with cross-functional teams, Technical Account Managers, and Support Engineering teams around the globe, building strong internal and external relationships. 

 

How Youâll Grow

  • Client relationship management, stakeholder management and product knowledge mastery are key to your success and future in this role. 
  • The role will also present an opportunity to mentor junior colleagues in terms of their professional growth. 
  • The experience you gain as a member of the Enterprise Support will serve as the foundation for your future success in a wide array of roles such as but not excluded to Technical Account Manager, Solution Engineer, Product Expert, Resolution Analyst, XM Success Manager or Solution Specialist. 

 

Things Youâll Do

  • Handling customer inquiries in a responsible and customer-focused manner, including the management of escalations for high-level customers;
  • Assisting clients and internal stakeholders with the setup of any Qualtrics product;
  • Facilitating the use of SFTP servers, SSO providers, Qualtrics SDKs and APIs;
  • Analysing error logs to identify root causes in Splunk logs;
  • Utilising your knowledge of HTML and CSS to enhance customer projects;
  • Working internally with the development team to resolve technical issues in our product which are affecting customer implementations;
  • Performing technical reviews (Success Checks) of existing customer projects, analysing configurations for potential technical risks and investigating for possible improvement;
  • Improving global and cross-departmental processes that refine customer experience.

 

What Weâre Looking For On Your Resume 

Minimum Requirements

  • Minimum of a Bachelorâs degree in a technical field  OR  experience working in a technical role
  • Between 1 and 3.5 years 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
  • An ability to grasp clientsâ needs and recommend value-added solutions
  • Excellent verbal and written communication skills
  • Strong problem-solving skills

Preferred Requirements

  • Coding skills or experience (MATLAB, R, Python, VB, Java, CSS, HTML, etc.)
  • Project management coursework or certification
  • Language proficiency in a second European language (in addition to English fluency)

 

What You Should Know About This Team

  • Youâll know you are a top performer when you consistently receive top satisfaction scores from our clients.
  • Youâll become an authority in the Qualtrics product, which will ensure you can effectively help our customers with a mix of instructing and troubleshooting.

 

Our Teamâs Favourite Perks and Benefits

  • On top of our benefits (Healthcare, Pension, Bike to work, Travel tax, Wellness bonus, etc.), we are offering an exciting âExperience Bonusâ after a year of service. The purpose is to fund a dream youâve always dreamt of it could be from attending a sporting event or concert visiting somewhere exotic or staying at a 5-star hotel
  • A comprehensive package consisting of a base, bonus.

 

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

 

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