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Enterprise Support Specialist



Customer Service
Reston, VA, USA
Posted on Wednesday, April 17, 2024
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 mic 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 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 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 (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 We’re Looking For On Your Resume
  • Bachelor’s 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 clients’ needs and recommend value-added solutions
  • Excellent verbal and written communication skills
  • Strong problem-solving skills
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 Team’s Favorite Perks and Benefits
  • In-office perks like catered lunch, snack bars, and the ability to bring your dog to work (in select offices)
  • Relocation bonus for out of state applicants
  • 30 paid days off: 15 PTO days + 5 Personal Days + 10 Holiday Closures (additional PTO with tenure)
  • Qualtrics Experience Program - $1800 annually for an experience of your choosing (eligible after one year)
  • Wellness Reimbursement Program - $1200 annually ($300/quarter) for wellness related activities

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.
Applicants 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.
Qualtrics Work Experience - As we look to the future, we believe that our teams are better together. Being together will help us learn more, grow faster and ultimately deliver better results for our customers and Qualtrics. Roles tied to an office location work 4 days per week in the office together and 1 day from home, with a strong spirit of flexibility around taking time for personal, health, and family moments in our work weeks. Our managers work with their teams to create a collaborative, engaged work environment, and arrangement that works for each of our team members.
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