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Senior Specialist, Resolution

Qualtrics

Qualtrics

Dublin, Ireland
Posted on Tuesday, June 18, 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 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.

Senior Specialist, Resolution

Why We Have This Role

The Resolution Team is at the epicenter of Qualtrics’ product operations, positioned between our engineering, product management, operations, and customer-facing organisations.

The Resolution Team’s core responsibilities are to triage, resolve, and where needed, escalate, all technical product issues, setting prioritizations for our Engineering and Product organisations while ensuring all customer needs are met. The Resolution team then uses this operational data to aggregate, analyse, and glean insights on our customers’ experience with our software to inform the product roadmap, ensure the quality of our software, and address acute customer pain through prompt escalation and resolution.

How You’ll Find Success

  • You will become a master of the Qualtrics’ product, dedicated to optimizing our customers’ experience with our software and resolving our most technical issues.
  • You will become a strategic point of contact for all technical customer teams (Quni, Enterprise Support, Product Expert, Technical Account Managers, Implementations, and more), developing strong organisational and communication skills.
  • Be heavily involved in every stage of the product cycle, from ideation of new products and features, to pre-launch quality assurance, to owning continued feedback mechanisms post launch.
  • Unblock top priority issues to ensure our software addresses the experience management (XM) needs for all customers, from researchers to Fortune 500 companies.
  • Leverage your product expertise to provide technical solutions to software challenges and ensure the strategic roadmap for our product reflects the voice of our customers.
  • You will cultivate relationships with internal stakeholders who are senior leaders of our product, engineering, customer operations, and XM success organisations.

How You’ll Grow

  • Stakeholder management, strategic prioritisation, product knowledge, and technical skill mastery are keys on your path to success and career development in this role.
  • This role will present opportunities to mentor junior colleagues, lead out on strategic team or department wide initiatives, and continuously uplevel how we service our customers.
  • The Resolution team offers many paths for rapid career development, from growth within the team to accelerating a career in Product Management, Engineering, UX research, Security Operations, Data Science, Program Management, and more!

Things You’ll Do

Resolution Analysis

  • Investigate technical incidents affecting customers’ experience with the software, as escalated by our frontline teams (Quni, TSS, EPS, PE, TAM, Delivery, etc)
  • Collaborate with customer-facing leaders to understand customer program impact to assist with Engineering bug prioritisation
  • Leverage industry-leading technology to deeply and effectively troubleshoot and resolve customer issues before Engineering
  • Partner with engineering leaders to deploy solutions into the product
  • Serve as the Customer Operations on-call, coordinating with Engineering on communication in customer outages, owning updates to our Qualtrics status page.
  • Assist with creation and circulation of ‘Customer Incident Reports’ in collaboration with PXE leadership following platform outages

Product Analysis

  • Develop and maintain database systems to capture meaningful data on our customers’ experiences with our software
  • Conduct rigorous analysis of voice of customer data to glean insights on customer pain points and desires to inform the product roadmap
  • Interact regularly with product management and engineering leaders to present analysis and proposed product and feature updates

Technical Analysis

  • Enhance product operations through analysis of operational and experience data
  • Build automated processes to enhance efficiency and minimize error
  • Create data visualisations and dashboards for operational management

What We’re Looking For On Your Resume

Minimum Requirements

  • Bachelor’s or Master's degree from a top university
  • At least 1 year of professional experience in a technical role
  • Familiarity with software and front-end development
  • Coding skills (R, Python, VB, Java, CSS, HTML, etc.)
  • Ability to take on problems and identify the root cause of issues
  • Skill and a real passion for operational excellence
  • Ability to concurrently manage multiple projects in a dynamic environment
  • Comfort working both autonomously and collaboratively
  • Ability to articulate technical concepts to a non-technical audience
  • Detail-oriented with an ability to prioritise and meet deadlines
  • Excellent verbal and written communication skills

What you should know about this team

  • The Resolution Team is at the epicenter of Qualtrics’ product operations, positioned between our engineering, product management, operations, and customer-facing organisations.
  • The Resolution Team’s core responsibilities are to triage, resolve, and where needed, escalate, all technical product issues, setting prioritizations for our Engineering and Product organisations while ensuring all customer needs are met. The Resolution team then uses this operational data to aggregate, analyse, and glean insights on our customers’ experience with our software to inform the product roadmap, ensure the quality of our software, and address acute customer pain through prompt escalation and resolution.

Our Team’s Favourite Perks and Benefits

  • On top of our benefits (Healthcare, Pension, Bike to work, Travel tax, Wellness bonus etc.), we are offering an exciting ‘Experience Bonus’ after a year of service. The purpose is to fund a dream you’ve always dreamt of! it could be from attending a sporting event or concert or visiting somewhere exotic or staying at a 5 star hotel!
  • A comprehensive package consisting of base and bonus and lots of other perks and benefits.

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 organisational 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.