Chatbot Program Manager
QlikTech
 Raleigh, NC

What makes us Qlik

Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data. Our platform is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone – at any skill level – the ability to make real discoveries that lead to real outcomes and transformative changes. We are a Values-Driven organization, operating over 100 countries with 50,000 customers around the world. If you think we are interesting, please read on – we may be looking for you!

The Qlik Digital Support Team

As part of the Support organization, and our growing team, you will be in a unique position to impact the future direction the company takes. With approximately 40,000 customers worldwide you will have access to a rich user community to help inform your decisions. Our highly collaborative environment means you will be working with a diverse group of talented people continuously innovating and improving.

How you will spend your time as a Chatbot Program Manager

You will be a part of the Self Service Digital Team and assist in the following areas:

Automate Incident Resolution

  • Stay current on chatbot and related technologies, like natural language processing
  • Analyze case data to identify chatbot use cases
  • Implement new chatbot use cases to automate issue resolution
  • Ensure emerging issues can be answered by the chatbot
  • Collaborate with SMEs to design and build complex conversation flows
  • Define processes for live chat escalations and collaborate with delivery teams
  • Measure success and present results to leadership

Drive Digital Adoption

  • Collaborate across Customer Success to drive adoption
  • Contribute to knowledge base and community initiatives
  • Create digital content such as blogs, videos, and articles

Improve Customer Care

  • Participate in customer and Partner events
  • Develop and Deliver Best Practices and Social Training
  • Attend virtual and classroom based training classes
  • Complete certifications for company products
  • Complete training for complimentary 3rd party products

To be considered for the role, you need to have the following skills and qualifications

  • 2+ years experience in communities / digital support environment
  • 2+ years experience in BOT (Chatbot)
  • Experience supporting customer on digital channels
  • Experience on SaaS environments
  • Take responsibility for generating a positive customer experience
  • Be open and straightforward when communicating with customers, partners and other team members
  • Move quickly to resolve support issues in a timely manner
  • Challenge the status quo though innovative problem solving
  • Be a team player by working collaboratively with other team members and departments
  • Customer Service related certifications are a plus but not required
  • Understanding of ITIL methodologies – certification is a plus

Our way of giving back

To our communities, to the world, and to you is a core part of the culture at Qlik. We encourage our employees to participate in our numerous Corporate Responsibility Program initiatives.

Location

This role is located in Raleigh, NC or Bangalore, India.

Qlik is an Equal Opportunity Employer and does not discriminate on the basis of any protected category or characteristic. We value the diversity of our workforce. If you need assistance due to disability during the application and/or recruiting process, please contact us via the Accessibility Request Form

Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.

Support