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Senior Specialist, Resolution

4 months ago

Dublin, Dublin City, Ireland Qualtrics Full time

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 5,000 people across the globe who think that's work worth doing.

Senior Specialist Resolution

Why We Have This Role

This role requires a high degree of technical expertise and troubleshooting, coupled with the ability to communicate effectively between internal teams. You will need to translate customer workflows and needs to Engineers, as well as be able to explain highly complex issues to customer facing teams.

How You'll Find Success

Resolution Specialists are the unequivocal product experts at Qualtrics. In this role, you will leverage that product expertise to provide technical solutions to software challenges. You will respond to customer needs in real-time and work closely with our Engineering teams to identify product defects and unblock customers.

How You'll Grow

You will build and manage relationships with internal stakeholders who are senior leaders of our product, engineering, global operations, and customer success organizations. This unique combination of technical, strategic, and relational experience ensures professional success for Resolution Specialists along product management, software engineering, and data analytics career paths.

Things You'll Do

Resolution Analysis

  • Investigate incidents affecting customers' experience with the software
  • Partner with engineering leaders to deploy solutions into the product
  • Collaborate with customer-facing leaders to understand customer program impact
  • Leverage industry-leading technology to deeply and effectively troubleshoot issues

Product Analysis

  • Develop and maintain systems to capture meaningful data on our customers' experiences with our software
  • Conduct rigorous analysis of voice of customer data to glean insights on customer pain points and desires to inform the product roadmap
  • Interact regularly with product management and engineering leaders to present analysis and proposed product and feature updates

Technical Analysis

  • Enhance product operations through analysis of operational and experience data
  • Build automated processes to enhance efficiency and minimize error
  • Create data visualizations and dashboards for operational management

Incident Management

  • Work with engineering teams to determine customer impact for major incidents in real-time
  • Keep internal stakeholders informed of impact
  • Communicate with the users on impact via the Qualtrics status page
  • Work with Engineering to mitigate impact for customers as needed

What We're Looking For On Your CV

Minimum Requirements

  • Bachelor's or Master's degree from a top university in a technical field
  • At least 1 year of professional experience in a technical role
  • Familiarity with software and front-end development
  • Coding skills (R, Python, VB, Java, CSS, HTML, etc.)
  • Ability to take on problems and identify the root cause of issues
  • Skill and a real passion for operational excellence
  • Ability to concurrently manage multiple projects in a dynamic environment
  • Comfort working both autonomously and collaboratively
  • Ability to articulate technical concepts to a non-technical audience
  • Excellent verbal and written communication skills

What You Should Know About This Team

The Resolution Team is at the epicenter of Qualtrics' product operations, positioned between our engineering, product management, operations, and customer-facing organizations. In the words of an Associate Manager on the Resolution Team who started at Qualtrics as a Product Specialist in 2018. "If you want to work on a team where you can have an instant impact and work with brilliant people every day in a fast-paced, always changing tech environment at a company that truly cares for its employees, Qualtrics is a perfect fit"

Our Team's Favourite Perks and Benefits

  • Qualtrics Experience Program - A bonus each year for an experience of your choosing.
  • Worldwide and diverse community that enjoys helping each other.
  • We take pride in creating an open and collaborative work space.
  • At Qualtrics we are constantly working to create an environment where everyone feels safe and comfortable coming to work and can, as a result of our culture, make their best possible contribution to our team.

To learn more about what we value read about it directly from our employees' QUALTRICS LIFE STORIES ) .

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.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

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