Job Title: Client Support Officer
Company: Qualtrics Ireland
Location: Galway, Connacht, IE
Job Type: Full-time
Seniority: Associate Level
Years of Experience: 2
### Job Description
Qualtrics Ireland is seeking a dedicated and enthusiastic Client Support Officer to join our dynamic team in Galway. In this full-time position, you will play a pivotal role in ensuring our clients experience exceptional service and support as they engage with our cutting-edge software solutions. As a Client Support Officer, you will have the opportunity to apply your skills in a fast-paced environment while building meaningful relationships with clients.
### Key Responsibilities
1. Client Interaction: Serve as the first point of contact for clients, addressing inquiries, troubleshooting issues, and providing product support across multiple channels (phone, email, and chat).
2. Issue Resolution: Manage and resolve client support tickets promptly, ensuring timely follow-up and satisfaction. Utilize critical thinking skills to diagnose problems, propose solutions, and escalate issues when necessary.
3. Client Training: Conduct training sessions for clients to enhance their understanding and utilization of Qualtrics products, fostering self-sufficiency and boosting user confidence.
4. Documentation: Maintain comprehensive documentation of client interactions, troubleshooting processes, and resolution outcomes. Ensure knowledge base articles are updated with relevant information based on client feedback and system updates.
5. Feedback Loop: Gather and communicate client feedback to relevant internal teams, contributing to product improvements and enhancements while championing the client's voice.
6. Collaboration: Work closely with sales, product, and technical teams to ensure cohesive support for clients throughout their journey with Qualtrics. Participate in cross-functional team meetings as required.
7. Performance Metrics: Monitor and report on key performance indicators related to client support, ensuring service level agreements (SLAs) are met and maintained.
8. Continuous Learning: Stay up-to-date with product knowledge and industry trends to provide informed assistance and recommendations to clients.
### Requirements
1. Education: Bachelor’s degree or equivalent experience.
2. Experience: Minimum of 2 years of experience in a client support or customer service role, preferably in a software or technology-related environment.
3. Technical Proficiency: Familiarity with customer relationship management (CRM) software and support ticketing systems preferred. Proficiency in Microsoft Office Suite.
4. Personality Traits: Confident in communication and decision-making; resilient in challenging client situations.
5. Soft Skills:
o People Management: Exceptional interpersonal skills, with the ability to build rapport and trust with diverse teams and clients.
o Critical Thinking: Strong analytical and problem-solving abilities to effectively manage client issues and feedback.
### Benefits
1. Visa Sponsorship: We offer support for visa sponsorship for eligible candidates.
2. Retirement Plan: A robust retirement plan to help you secure your future.
3. Company Transportation: Convenient transportation options to facilitate your daily commute.
### Working Environment
At Qualtrics, we are committed to upholding the highest standards of ethical conduct and integrity in our work environment. We value open communication, collaboration, and a focus on growth and development.
### How to Apply
If you are eager to start a rewarding career with Qualtrics Ireland and meet the above requirements, we encourage you to submit your application by October 4, 2024.
### Equal Opportunity Statement
Qualtrics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from qualified individuals regardless of race, color, religion, gender, sexual orientation, nationality, age, disability, or any other status protected by law.
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