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Enterprise Support Specialist

3 months ago

Sydney, New South Wales, Australia Qualtrics Full time

At Qualtrics, we create software that 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 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—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 ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won't have to look to find growth opportunities— 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 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

  • Demonstrate excellent verbal and written communication skills
  • Utilize strong problem-solving skills
  • Be a self-starter capable of concurrently running multiple projects in a dynamic environment
  • Be comfortable inworking both autonomously and collaboratively
  • Have a knack for articulating technical concepts to a non-technical audience

How You'll Grow

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. The experience you gain as a member of this team 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.

Below is a breakdown of the first 18 months of the role:

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 analysing 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 analysing 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 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

Enterprise Support months)

  • Core role mastery
  • Product knowledge mastery
  • Lead projects to improve process overhaul within global Customer Operations
  • Present the Core Success package and its benefits to prospective customers
  • Onboarding and development support to new or more junior team members

Things You'll Do

  • Demonstrate unparalleled product expertise and problem-solving acumen to recommend software solutions tailored to your client's needs
  • Develop a deep understanding of client goals and objectives to advise on relevant programs and technical solutions
  • Build systems to facilitate program objectives and system effectiveness and measure reliability of services
  • Assist clients with executing regular maintenance activities (e.g., handling outages, assisting with root cause analysis, troubleshooting technical questions and issues)
  • Train your clients on new and relevant features of the Qualtrics Experience Management (XM) Platform and related solutions

What We're Looking For On Your Resume

  • Bachelor's degree
  • 1-2 years experience working in a technical, consulting, or client-facing role (years of experience will impact client ownership and scope of responsibilities)
  • Experience or interest troubleshooting complex technical issues with clients

Even Better If:

  • Coding skills or experience (MATLAB, R, Python, VB, Java, CSS, HTML, etc.)
  • Project management coursework or certification
What You Should Know About This Team
  • 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

Our Team's Favourite Perks and Benefits

  • A comprehensive total rewards package consisting of base, bonus, incentives and generous benefits. We believe in sharing Qualtrics success which is part of the compensation for all employees.
  • Private health insurance - top of the range coverage for medical and extras benefits.
  • Annual Experience Bonus - we want to facilitate some great experiences for our employees. Put this bonus towards an experience you've always wanted to have
  • Experience Leave - additional 5 days a year to take for experiences
  • Quarterly Wellness Stipend - we take care of your physical and mental wellbeing with a fantastic reimbursement program.
  • Commuter allowance - we take care of your public transport expenses to the office
  • Catered lunches in our North Sydney office - 5 days a week. We also have a well-stocked kitchen full of snacks, drinks and other goodies.

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 organisational 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, colour, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

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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