Senior Specialist - Resolution

At Qualtrics we create software the worlds best brands use to deliver exceptional frontline experiences build highperforming teams and design products people love. But we are more than a platformwe 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 conventionbut most of all it requires closeknit highfunctioning teams with an unwavering dedication to serving our customers.

When you join one of our teams youll be part of a nimble group thats empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together by passing the mic and iterating until the best solution comes to light. You wont have to look to find growth opportunitiesready or not theyll find you. From retail to government to healthcare were on a mission to bring humanity connection and empathy back to business. Join over 5000 people across the globe who think thats work worth doing.

The Role

Senior Specialist Resolution

Why We Have This Role

Qualtrics Enablement Specialists are dedicated to optimizing our employees specialty product ramping and ongoing learning to support customers accurately and efficiently. As a team Enablement Specialists work together to develop and maintain documentation and processes on all product specialties that are thorough and easy for support teams to use in a resource ecosystem that is straightforward to navigate. They are closely aligned with Customer Ops leadership to monitor key support metrics analyze trends and ideate and implement enablement solutions. They are also deeply involved with the product launch cycle so that the support teams are always prepared in advance of new products or major product changes.

How Youll Find Success

• Has skill and a real passion for teaching and enabling others on challenging topics. Is invested in their success.

Takes initiative. Looks for areas of needs and jumps in and owns driving the problem through solution.

• Collaborates effectively across teams and functions.
• Demonstrates a strong appreciation for detail setting a high bar on output quality.

Organized and takes methodical approaches to problem solving

How Youll Grow

Gain practical experience running critical programs that help improve performance both individually and at scaleBuild and manage relationships with internal stakeholders who are leaders of our customer operations product and engineering organizationsLearn how to effectively use data to drive change through issue identification to solution implementationDevelop ability to present to leaders in a clear and persuasive way

Things Youll Do

• Identify and catalog all existing specialty resources simplifying and consolidating where possible to reduce search fatigue and waste
• Improve specialty ramp time and knowledge by developing ramping documentation and plans for each product specialty
• Improve key support outcomes by conducting rigorous analysis (with data analysts) to identify top actionable drivers of support metrics and find solutions

Partner with Product and Engineering to ensure our trainings are living tools accurate high quality and address troubleshooting needs and expectationsCollaborate with Customer Ops managers to design plan for individuals in need of specialty support coaching

What Were Looking For On Your Resume

Bachelors or Masters degree from a top university

• At least 1 year of professional experience in a technical role
• Passion for teaching and enabling others on challenging topics and experience coaching / mentoring peers
• Detailoriented with an ability to prioritize and meet deadlines
• Excellent verbal and written communication skills
• Ability to present issues and proposals to leaders in a clear and effective manner
• Ability to take on problems and identify the root cause of issues
• Ability to concurrently manage multiple projects in a dynamic environment
• Comfort working both autonomously and collaboratively

What You Should Know About This Team

We have the special opportunity to build the next generation of an enablement team that is agile passionate and deeply knowledgeable about Qualtrics products and processesWe are a small but mighty team with clear global impactBy teaching and arming support team members with the right product resources we directly improve the day to day experience of our support team members setting them up to confidently support customers through even the most complex product questionsWe also indirectly touch each support interaction for the better helping customers to receive high quality answers more quickly

Our Teams Favorite Perks and Benefits

• Work life integration is deeply important to us we have frequent office events team outings and happy hours
• Qualtrics Experience Program $1800 for an experience of your choosing (eligible after a year)
• 30 paid days off 15 PTO 5 Personal Days 10 Holiday Closures (additional after a year)
• On top of standard benefits package (medical employees and their families dental vision life insurance etc) we provide snacks drinks and free lunches in our offices

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 inperson 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 ActEqual Opportunity EmploymentEmployee 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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