Full-Time

Support Quality and Experience Analyst

Posted on 8/27/2024

WalkMe

WalkMe

1,001-5,000 employees

Digital adoption platform for user guidance

Enterprise Software
AI & Machine Learning

Compensation Overview

$80k - $90kAnnually

+ Bonus + Benefits + RSUs

Mid

Raleigh, NC, USA

Hybrid position in Raleigh.

Category
Quality Control & Compliance
Operations & Logistics
Required Skills
Python
Communications
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.

WalkMe specializes in Digital Adoption Platforms (DAP) that enhance user experiences for employees and customers. The platform works by overlaying visual cues and personalized content on websites or enterprise software, which helps users with onboarding, training, and provides real-time contextual guidance. This approach allows users to navigate complex systems more easily and efficiently. Unlike many competitors, WalkMe focuses on continuous support and updates through a subscription-based model, ensuring that clients receive ongoing assistance. The main goal of WalkMe is to improve enterprise productivity and user engagement by facilitating effective digital adoption in the workplace.

Company Stage

IPO

Total Funding

$299.1M

Headquarters

San Francisco, California

Founded

2011

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-1%

2 year growth

-1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for digital adoption platforms boosts WalkMe's market potential post-pandemic.
  • Strategic partnerships with Cognizant and UST expand WalkMe's reach and capabilities.
  • WalkMeX, an AI copilot, enhances user engagement with contextual awareness and AI-driven suggestions.

What critics are saying

  • SAP acquisition may lead to internal restructuring and potential operational disruptions.
  • Integration with SAP's offerings could face technical challenges, delaying benefits.
  • Intensifying competition in the digital adoption market could erode WalkMe's market share.

What makes WalkMe unique

  • WalkMe offers a code-free platform for digital adoption, simplifying user experiences.
  • The platform provides real-time contextual guidance, enhancing onboarding and training processes.
  • WalkMe's subscription model ensures continuous support and updates for enterprise clients.

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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

INACTIVE