Resolution Analyst

The Qualtrics XM Platform is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.

Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.

We believe every interaction is an opportunity. Are we yours?

**The Challenge**

At Qualtrics, we are on the cutting edge of Experience Management; helping our clients to provide the best experiences for their customers and employees. We are seeking people to join an industry-leading team that seeks to challenge the status quo, and improve our processes for building cross-team knowledge, incident response and product improvement.

As a Resolution Analyst, you will be laser-focussed on providing our customers and internal teams with top-tier technical troubleshooting and resolving complex issues. In order to do so, you’ll leverage your deep knowledge of the Qualtrics product to identify critical problems and fixes within the software, as well as work with all levels of our internal teams (from product specialists up to product & engineering leads) to ensure our customers are receiving the best outcomes. If you’re energised by the opportunity to work with an innovative product, navigate challenging technical issues, creatively problem solve, coordinate resources effectively, make a contribution to ongoing product improvements and advocate for the best possible product experience - we want to hear from you Beyond that, you will contribute to protecting & enhancing the quality of our software products at many stages in their lifecycle.

What’s unique about this role?
- You work on some of the most complex and tricky technical challenges and deep dive into oftentimes niche cases.
- You create a visible impact across our internal teams (including our client-facing functions), through your core mission on internal projects and product-related improvements.
- You build advanced technical skills (troubleshooting, SQL, coding if desired) and work with technical teams (eg; engineering, QE, product)

**The Expectation for Success**:
You’ll know you are a top performer when you consistently demonstrate strong speed & accuracy of triaging & resolving product issues. You’ll become an authority in the Qualtrics product, which will ensure you can effectively help our customers and team members. Whilst this is not a client-facing role, you can lead projects that have an impact not just on this team but across the organisation as a whole. Eventually, you will move on to a great next role in Qualtrics bringing your knowledge of our customer base and how they use our product.

**A Day in the Life**:

- Your problem-solving skills will be critical as you respond to escalated tickets (from small business owners, academics, SMBS and up to large enterprises). Some of these requests may require more than just a simple fix, and could require you to liaise with our Product/Engineering teams to work through larger technical problems.
- Effectively identify the criticality of certain issues/bugs and assign the correct categories to help internal teams prioritise fixes.
- You will work on cross-functional projects with engineering, product, QE, localisation, and more - to improve the way our customers experience our products, as well as help with incident response and escalation processes.
- The one constant about Qualtrics is progress - you regularly adapt and learn as our products and technologies change.
- We have an open office environment here at Qualtrics, so you collaborate with fellow resolution analysts, product specialists, and technical account managers to find outside-the-box solutions for both our customers and our processes.

**Minimum Requirements**
- At least a Bachelor’s degree from a highly ranked university
- At least 1 year of professional experience in a technical customer experience/ resolution/ support role
- Excellent verbal and written communication skills
- Demonstrated project management experience
- Demonstrated track record of dedicated customer problem-solving

**Preferred Requirements**
- Experience working with a SaaS product, in a technical, advisory or solutions role.
- Knowledge of SQL
- Experience resolving complex technical issues/bugs
- Passion for operational excellence and seeing issues through to complete resolution
- Detail-oriented wi