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Full-Time

Support Quality and Experience Analyst

Confirmed live in the last 24 hours

WalkMe

WalkMe

1,001-5,000 employees

Enhances productivity with digital adoption platform

Data & Analytics
Robotics & Automation
Consulting
Enterprise Software
Aerospace

Compensation Overview

$80k - $90kAnnually

+ Bonus + Benefits + RSUs

Mid, Senior

Raleigh, NC, USA

Category
Data Analysis
Data & Analytics
Required Skills
Power BI
Python
SQL
Tableau
Oracle
Data Analysis
Requirements
  • 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.
Responsibilities
  • 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.

Employing a sophisticated Digital Adoption Platform (DAP), this company enhances enterprise software usability with powerful features like real-time contextual guidance, user engagement, and automation capabilities. Specializing in improving user productivity and simplifying complex interfaces, it creates an optimal work environment focused on technological advancement and continuous user experience improvements. The platform serves top industries, placing the firm at the forefront of digital adoption practices, making it an excellent workplace for those interested in tech-driven solutions and industry leadership.

Company Stage

IPO

Total Funding

$579.5M

Headquarters

San Francisco, California

Founded

2011

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-3%

2 year growth

-12%
Simplify Jobs

Simplify's Take

What believers are saying

  • The acquisition by SAP at a 45% premium indicates strong market confidence and potential for financial stability and growth.
  • WalkMe's continuous innovation, such as the launch of WalkMeX, positions it at the forefront of AI-driven digital adoption solutions, promising exciting career opportunities.
  • Recognition as a leader in the IDC MarketScape for DAP and strategic partnerships bolster WalkMe's industry standing and growth prospects.

What critics are saying

  • The acquisition by SAP may lead to cultural and operational integration challenges, potentially affecting employee morale and productivity.
  • WalkMe's share price decline post-IPO highlights potential volatility and market skepticism that could impact employee stock options and financial incentives.

What makes WalkMe unique

  • WalkMe's acquisition by SAP positions it uniquely to leverage SAP's extensive enterprise customer base, unlike standalone competitors.
  • The introduction of WalkMeX, an AI copilot, showcases WalkMe's commitment to integrating advanced AI for contextual workflow suggestions, setting it apart from traditional digital adoption platforms.
  • Strategic alliances with industry leaders like Cognizant and UST enhance WalkMe's ability to address the complexities of AI-powered technology adoption, a niche not fully exploited by competitors.

Benefits

Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families

401(k) with company matching program

Parental Leave programs

Vacation policy to encourage a healthy work-life balance

WalkMe offices are open during Covid-19 for those who chose to come (vaccines required) with in-person and virtual social activities to promote positive employee engagement