Position Overview:

Role Summary:

As a Senior Specialist in Enterprise Support at Qualtrics, I am at the forefront of resolving intricate technical challenges for our enterprise-level clients. My role involves leveraging a strong Systems Engineering background to diagnose complex issues, provide expert guidance, and ensure the optimal performance and reliability of critical software environments. I am deeply committed to driving client success and upholding exceptional service standards.

Drove significant improvements in key support metrics, reducing average Time to Resolution (TTR) by up to 90% and Time to First Response (TTFR) by over 90%, exceeding service level agreements and enhancing client satisfaction.
Played a pivotal role in strengthening enterprise client relationships and internal processes by participating in and shaping the first-ever “Success Check” for the Mexican team and the second in XM Discover’s history, and contributing to the development of standardized templates.
Proactively identified and reported numerous critical system bugs, contributing to enhanced platform stability and optimized user experience. Served as a DRS for a major enterprise account, and successfully resolved complex technical issues for over 50 diverse companies throughout my tenure.