Enterprise Support Specialist

hace 1 mes

Mexico City Qualtrics A tiempo completo
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.   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 Youâll 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
  How Youâll 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.   Things Youâll Do 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 analyzing 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 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
Enterprise Support (10-13 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
  What Weâre Looking For On Your Resume
  • Bachelorâs 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 clientsâ needs and recommend value-added solutions
  • Excellent verbal and written communication skills
  • Strong problem-solving skills
  • Must be able to work a night-shift schedule
  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 Teamâs Favorite Perks and Benefits
  • 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 âExperienceâ of your choosing every year.
  • Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Womenâs Leadership Development, which exist as places for support, allyship, and advocacy.
  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.   âââââââApplicants 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.   Not finding a role thatâs the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.   #QuniGrad

 

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