WalkMe™

Technical Support Quality and Experience Analyst

WalkMe™

full-time

Posted on:

Location Type: Hybrid

Location: Raleigh • North Carolina • 🇺🇸 United States

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Salary

💰 $75,000 - $85,000 per year

Job Level

Mid-LevelSenior

Tech Stack

OraclePythonSQLTableau

About the role

  • Conduct SLA and case reviews upon request and provide detailed reports.
  • Monitor incoming CSAT survey results and identify feedback that needs to be actioned on.
  • Conduct quality feedback scoring and provide comprehensive reports.
  • Review quality feedback data for trends and make recommendations for improvements.
  • Maintain up-to-date internal documentation regarding process updates that impact ticket handling.
  • Help identify and implement improvements to the support process to ensure adherence to our high standards of customer service.
  • Collaborate with the product and R&D teams to identify trends based on ticket data.
  • Coordinate support team trainings based on data trends to fill team knowledge gaps.
  • Provide customer escalation oversight for customer accounts.

Requirements

  • 5+ years working in a customer-facing technical, data analyst, or operations role for a technical team, or similar experience is required.
  • Experience as a Technical Support Engineer is a plus.
  • Excellent communication, interpersonal and critical thinking skills.
  • Strong analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy.
  • Proficiency in using databases and software like SQL, Oracle and Python.
  • Familiarity with data visualization tools like Tableau, Power BI or Excel.
  • Proven ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
Benefits
  • Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
  • Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
  • Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
  • Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
  • WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.
  • WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
  • WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
  • Robust Retirement Contributions: Ask HR about the specific offerings for your region!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysistechnical supportSQLOraclePythondata visualizationTableauPower BIExcelreporting
Soft skills
communicationinterpersonal skillscritical thinkinganalytical skillsattention to detailaccuracyproject managementcollaborationtraining coordinationcustomer service