Enterprise Support Specialist - Tlahuac, México - Qualtrics

Qualtrics

Empresa verificada

Tlahuac, México

hace 3 días

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

At Qualtrics, we create software 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 18K clients globally.

Building a category takes grit, determination, and a disdain for convention—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 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 won't have to look to find growth opportunities—ready or not, 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 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 You'll Find Success

Leverage your technical and consulting skills to deliver high quality, impactful assessments through shortterm engagements
Take client issues from inception to resolution with whiteglove care
Partner with Enterprise Account teams to solve complex issues to drive contract renewal
Provide rapid breakfix 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 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.

Things You'll 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 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 We're Looking For On Your Resume

Bachelor's degree from a competitive university
1 year of experience working in a technical, consulting, or clientfacing role (years of experience will impact client ownership and scope of responsibilities)
Hardworking selfstarter capable of concurrently running multiple projects in a dynamic environment
Comfort in working both autonomously and collaboratively
Ability to articulate technical concepts to a nontechnical audience
Detailoriented with an ability to prioritize and meet deadlines
Familiarity with software and frontend development
An ability to grasp clients' needs and recommend valueadded solutions
Exc