Resolution - Senior Specialist

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 5,000 people across the globe who think that’s 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 You’ll 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 You’ll 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 You’ll 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 expectations  Collaborate with Customer Ops managers to design plan for individuals in need of specialty support coaching

What We’re Looking For On Your Resume

Bachelor’s or Master's 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
• Detail-oriented 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