WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to accomplish the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.

We are seeking a Support Quality & Experience Analyst to join our Technical Support team. This role is responsible for reviewing Service Level Agreements (SLAs), monitoring customer satisfaction (CSAT) survey results, conducting quality feedback scoring, and identifying trends in quality feedback data. The successful candidate will also keep internal documentation up-to-date with process updates that impact ticket handling, with the aim of improving the overall customer experience.

This role provides an excellent opportunity to contribute to our customer experience strategy and make a significant impact on our customer satisfaction levels. If you are passionate about customer service and have a knack for data analysis, we would like to meet you.

What You'll Own

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.
Collaborate with the product and R&D teams to identify trends based on ticket data.
Coordinate trainings based on data trends to fill team knowledge gaps.

What You Need to Succeed

4+ years working in a customer-facing technical role, data analyst role, operations role for a technical team, or similar experience is required.
Experience as a 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.

What Sets Us Apart

At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic.
We value collaboration and understand the importance of a healthy work-life balance . To support, we offer:
Flexible Work Arrangements: We offer hybrid and flexible hours to help manage work commitments and personal life effectively.
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.
Comprehensive Health Care Coverage for our Employees and Families, 401(k) program with company matching (up to $5,000), and a vacation policy to encourage a healthy work-life balance.
WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!

Our job titles may span more than one career level. The starting OTE for this role is between $80,000 and $90,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, benefits, and RSUs as part of our competitive total rewards package.

TO ALL RECRUITMENT AGENCIES:

WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.

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