Technical Support Quality and Experience Analyst

Technical Support Quality and Experience Analyst

Walk Me, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging Walk Me's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.

Together, SAP and Walk Me form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with Walk Me's intuitive digital adoption platform.

We are seeking a Technical 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.

• 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.

• 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.

• At Walk Me, 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.
• 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@Walk Me! Enjoy quarterly wellness reimbursements, daily Bright Breaks to recharge, and Walk Me’s annual Wellness Month every July—because your well-being matters all year long.
• Walk Me 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.
• Walk Me offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and…