Technical Resolution Specialist Job Listing at Qualtrics in Sydney, NSW (Job ID 6839505)

Description

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.

Why We Have This Role

Qualtrics' Resolution Specialists are essential to providing actionable insights and ensuring data integrity for our Customer Operations teams. They are responsible for extracting, analysing, and visualising data to help drive world class customer experiences across both technical and commercial support journeys. Resolution Specialists work closely with Customer Ops leadership to monitor key support metrics, identify trends, and resolve data issues through dashboard/reports development and establishing robust data processes. To maintain high quality, standardised data and share expertise, they also partner with cross org teams including Services analysts and Engineering.

How You'll Find Success

• Possesses strong analytical skills and a passion for uncovering insights from complex data
• Is invested in the accuracy and reliability of the data
• Takes initiative to identify gaps and inconsistencies, and works to resolve them
• Owns driving data integrity and quality
• Collaborates effectively with Customer Ops teams, Services, and engineering
• Communicates data findings and analysis in a clear and actionable way to stakeholders with varying levels of data literacy
• Organised and takes methodical approaches to data analysis and problem-solving.

How You'll Grow

• Develop deep knowledge of Qualtrics data systems and processes, becoming an expert in pulling the most relevant data points
• Gain practical experience developing and managing critical data pipelines and dashboards that track key metrics and drivers
• Build and manage relationships with internal stakeholders who are leaders in our Customer Operations, Services, and Engineering organisations
• Learn how to effectively use data to drive change through issue identification to solution implementation
• Develop the ability to present data-driven insights to leaders in a clear and persuasive way

Things You'll Do

• Extract and compile data from various sources to support reporting and analysis needs
• Develop and maintain insightful dashboards and reports for Customer Ops teams
• Analyse key support metrics to identify trends, patterns, and areas for improvement
• Partner with Services analysts and Engineering to ensure data accuracy and integrity, addressing any data discrepancies or issues
• Develop automations to alert appropriate teams or leaders on high priority issues requiring review and action

What We're Looking For On Your Resume

• Bachelor's or Master's degree, ideally in a quantitative field (e.g., Statistics, Mathematics, Computer Science, etc.)
• 1+ years experience in a data analysis or related role using SQL, Tableau, Python, and Excel / Sheets preferred
• Passion for data analysis and experience building dashboards/reports
• Detail-oriented with an ability to prioritise and meet deadlines
• Excellent analytical, verbal, and written communication skills
• Ability to present data insights and proposals to leaders in a clear and effective manner
• Ability to take on data problems and identify the root cause of issues
• Ability to concurrently manage multiple data 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 a Resolution team that is agile, passionate, and deeply knowledgeable about Qualtrics' data and customer support processes
• We are a small but mighty team, with clear global impact on data-driven decision making
• By providing insightful data and visualisations, we directly improve the day-to-day experience of our teams, empowering them with the data they need to effectively support customers
• We get to work regularly with many different teams, creating strong professional networks across function and level

Our Team's Favourite 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.
• Private health insurance - top of the range coverage for medical and extras benefits.
• $2,800 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!
• $425 Quarterly Wellness Stipend - we take care of your physical and mental wellbeing with a fantastic reimbursement program.
• Commuter allowance - we take care of your public transport expenses to the office!
• Hybrid working environment - 3 days in office, 2 from home.
• Catered lunches in our North Sydney office. We also have a well-stocked kitchen full of snacks, drinks and other goodies.

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.

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.

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