Job Details
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.
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.
Qualtrics leads the way in Experience Management—one of the fastest-growing tech categories. As a Technical Support Specialist, you are on the frontline ensuring our customers have a great technical support experience while working with Qualtrics. You’ll provide high quality technical support to our customers so they can accomplish their Experience Management goals with the Qualtrics software.
How You’ll Find Success - You will become an expert in the Qualtrics product, which will ensure you can effectively help our customers with a mix of troubleshooting and providing best technical practices.
- You are proficient in both written and spoken English and Spanish, and you have the ability to win the trust of our global customer base and teammates.
- You take initiative and show scrappiness in solving customer problems.
- You have a proven ability to be a strong individual contributor while working well as a member of a global team - partnering with managers, cross functional teams, and teammates around the world.
- You are intellectually curious and you seek to learn new skills in this role.
- You enjoy problem solving and interacting with clients by phone, email, and chat.
- You receive top satisfaction scores from our clients.
- Your analytical skills are critical to your success as you respond to Qualtrics users via phone, email, or chat.
- The one constant about Qualtrics is change - you regularly adapt and learn as our products and technologies evolve.
- We have an in-office culture and open office environment here at Qualtrics, so you collaborate with teammates in real time to find solutions for our customers.
- Improve your technical and customer support skills.
- Staff a 24/7, in-office technical support team, resolving technical issues for global customers in both English and Spanish.
- Achieve success by completing 15-20 customer support interactions per day.
- Delight clients, earning high customer satisfaction scores for each interaction.
- Constantly learn and adapt as our products and technologies change.
- This role is primarily in-office (minimum 4 days per week)
- Shift work (including nights and weekends) may be required
Minimum Requirements:
- Bachelor’s degree
- Hard-working individual contributor capable of handling multiple customer support interactions each day
- Strong analytical skills and technical ability
- Ability to communicate and teach complicated concepts empathetically
- Detail-orientation with an ability to prioritize and resolve customer issues
- Interest in Technology/SaaS
- English and Spanish language fluency
- Must be able to come into the office 4 days/week
- Must be able to work some nights/weekends
Preferred Requirements:
- Technical or hard science major or minor
- Prior instructing, research, or tutoring experience
- Coding classes and/or skills (MATLAB, R, Python, VB, Java, CSS, HTML, etc.)
- Experience in a customer service role or tech or start-up environment
- You’ll know you are a top performer when you consistently receive top satisfaction scores from our clients.
- You’ll become an authority in the Qualtrics product, which will ensure you can effectively help our customers with a mix of instructing and troubleshooting.
- While helping customers is your core focus, you also get an opportunity to work on a variety of projects with departments across Qualtrics.
- Eventually you will move on to a great next role in Qualtrics bringing your knowledge of our customer base and how they use our product.
- Competitive salary, performance bonuses, and savings investment account.
- Quarterly reimbursement for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- Monthly allowance for meals, transportation and groceries.
- Experience bonus to be used for an “Experience” of your choosing every year.
- Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women’s Leadership Development, which exist as places for support, allyship, and advocacy.
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