Analyst, Operations Support

Operations Support

Why We Have This Role

We are seeking people to join an industry-leading team to help prepare our Technical Support Specialist for success in their L1 role and beyond, while also evolving and scaling our operation to support a rapidly growing business. We seek people with the potential to become future leaders in the company­. If you are our next hire, you have a track record of success at Qualtrics, technical aptitude and deep experience with the Qualtrics platform, the desire to coach and develop junior team members, and ability to work both independently and collaboratively on projects. 

How You’ll Find Success

• A top performer enables the success of the Technical Support Specialist and executes on business-critical and strategic department-wide projects. 
• As an authority in the Qualtrics product, you will ensure our teams can effectively help our customers through a mix of instructing and troubleshooting. 
• While training and coaching our Technical Support Specialists and contributing to operational needs are your core foci, you can join and lead projects that have an impact not just on this team­ but across the organization as a whole. 
• Data is at the core of how we measure success.  The ability to analyze this information, provide recommendations and execute on a plan are critical to being successful in this role. 

How You’ll Grow

• Once you have mastered this role, future opportunities will become available to expand your leadership by leveraging your knowledge of our customer base and how they use our product, Qualtrics’ operational needs, and project management. 
• Your communication, analytical, problem solving and customer service skills are critical as you help manage escalations and work directly with Technical Support Specialist, Clients, Customer Success representatives, Account Executives, Engineering, Resolutions and others throughout the organization to resolve issues and deliver solutions.  
• The one constant about Qualtrics is progress ­- you regularly adapt and learn as our products and processes evolve.

Things You’ll Do

Project Management & Data Analysis

• Take ownership of data-driven projects focused on improving support experiences, such as Product Specialist efficiency, customer satisfaction, and First Contact Resolution
• Analyze Product Specialist performance and customer insight data to identify areas of improvement to ensure our customers receive the most effective support experience
• Leverage tools like SQL and Tableau to aggregate data and build out automated internal dashboard reports

Performance/Enablement Management

• Hold one hour/ other timeframe blocks of Help Desk sessions to support the team in troubleshooting difficult tickets as well as navigating internal processes
• Leverage support data in SQL and Tableau to identify low performing Product Specialists and support coaching and efforts to improve product specialty performance. You will directly coach Product Specialists implementing tactical changes in their day-to-day to reach and sustain better performance through individual coaching and scaled coaching programs
• Direct onboarding and technical product training for our global Product Specialists to ensure they excel in the role. Design global training strategy with global peers and leaders to ensure all Product Specialist hires have effective enablement from Day One. You’ll be leading the enablement program and teaching job critical training for our Product Specialists across the globe.
• Deliver essential communications and partner with managers to spearhead performance management conversations and action plans.
• Interview upcoming product specialist candidates as a part of hiring process to uphold global support standards

Operations Management

• Build and maintain the various Product Specialist tools such as internal surveys, queues, and permissioning within our internal software systems.
• Share project proposals with management to develop and implement updated processes and procedures to best meet company needs in the current market.
• Collaborate with cross-functional organizations to understand the needs of, and our impact on, teams like Product Expert, Resolutions/Engineering, Digital Support Experience, Sales, and XM Success
• Partner with Digital Experience and Services Systems Support teams to manage Qualtrics wide customer-facing communications during holidays or client-impacting outages.
• Update and maintenance of KB pages relating to COps process
• Work with workforce management to ensure appropriate specialty, language and holiday coverage based on data-driven insights
• Be available to lead and manage escalated customer engagements as required

What We’re Looking For On Your CV

• Meeting or exceeding expectations at your current level
• Deep technical experience with the Qualtrics platform.
• Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment.
• Excellent analytical skills.
• Ability to communicate and teach complicated concepts. Ability to communicate professionally with mid-level managers and executives.
• Detail-orientation with an ability to prioritize and meet deadlines.
• Experience in people management, project management, and/or data analysis as a long term career.
• Prior instructing, research, or tutoring experience.
• Knowledgeable in G-Suite, SQL/Datamart, Genesys, Excel 

What You Should Know About This Team

• We’re a global team! We help customers around the world and thrive in a culture of collaboration and learning.
• You’ll be challenged in a fast-paced environment where no two days are the same. 
• Prepare to learn from others, as you mentor them and develop your management skills.

Our Team’s Favorite Perks and Benefits

• A comprehensive total rewards package consisting of base, incentives and generous benefits. We believe in sharing Qualtrics success which is part of the compensation for all employees.
• Annual Experience Bonus - we want to facilitate some great experiences for our employees. Put this bonus towards an experience you’ve always wanted to have!
• Experience Leave - additional 5 days a year to take for experiences!
• Quarterly reimbursement for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.