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 Expectation for Success

 

Qualtrics’ Product Experts are highly experienced advocates, technology specialists, and problem solvers.  Their product expertise will provide enablement to our end users and serve as a knowledge base for the Global Operations team. In this role, you will provide technical solutions that directly contribute to the long-term success of our customers’ programs, manage the timely resolution of client escalations in conjunction with our global Client Success counterparts and be a coach and mentor to our employees in the Q University program, an essential company-wide talent incubator. 

In addition to strong technical skills, you will need to be an outstanding communicator who has the ability to adapt the explanation of a technical solution to both technical and non-technical end-users. You will interface with cross-functional teams to address client escalations and proactively improve the client experience. Those who join our team are passionate about problem solving, creating lasting client relationships  and are strong advocates for the Qualtrics community.

 

A Day in the Life

 

Escalation Management

  • Monitor and own resolution of technical escalations raised by the customer across different channels (low CSAT, via CSM, social media etc)
  • Demonstrate unparalleled product expertise and problem-solving acumen to recommend solutions tailored to our clients’ needs
  • Partner with Customer Success to understand our customer’s programme objectives and key milestones to support issue prioritisation 
  • Partner with Resolution, and Engineering teams to ensure issues are prioritised with the right level of urgency
  • Proactively mitigate escalations by monitoring customer pain points and addressing open issues with customers prior to escalation
  • Aggregate customer feedback to give a more accurate picture of customer needs for Global Ops leadership to continuously improve our support offering for customers
  • Proactively identify service opportunities (e.g. Sig Support, TAM, Partner) for customers who would benefit from additional support

 

Direct Customer Care

  • Provide world class client communications, responsive follow-through and collaborate extensively to resolve all client issues
  • Provide solutions to customers on niche technical specialities such as SDK, SSO, themes, vanity url
  • Become a Qualtrics Expert. Be versed in the tools and systems our customers use to leverage the product and be the voice of the customer by providing feedback and clarification to these systems when needed.

 

Mentoring

  • Enable Quni to more effectively and efficiently resolve challenging technical issues through peer to peer coaching and mentorship
  • Support the continued development of technical skills across our Quni team, through knowledge sharing and product training (e.g. troubleshooting masterclasses)

 

Minimum Requirements

  • Bachelor’s degree from a competitive university
  • Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment
  • Comfort in working both autonomously and collaboratively
  • Ability to learn technical concepts and articulate them to a non-technical audience
  • Desire to mentor entry level Specialists in both technical and professional capacities
  • Ability to effectively multitask and prioritize between competing demands
  • Detail-oriented 
  • Familiarity with software and front-end development
  • Familiarity with data analytics and data-driven decisions
  • An ability to grasp clients’ needs and recommend value-added solutions
  • Excellent verbal and written communication skills
  • Strong problem-solving skills

 

Preferred Requirements

  • Previous experience in a technical role and/or technical skills
  • Proven work experience in client-facing, consulting, or sales role