Senior Digital Channel Specialist, Live Chat Platform

Social network you want to login/join with:

Senior Digital Channel Specialist, Live Chat Platform, Barcelona

Client:

Qlik

Location:

Barcelona, Spain

Job Category:

Other

EU work permit required:

Yes

Job Views:

3

Posted:

06.03.2025

Expiry Date:

20.04.2025

Job Description:

Description

What makes us Qlik?

A Gartner Magic Quadrant Leader for 14 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.

We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.

The Senior Digital Channel Specialist, Live Chat Platform Role

Are you passionate about transforming customer interactions into seamless, real-time support experiences? As a Senior Digital Channel Specialist dedicated to Qlik’s Live Chat platform, you’ll optimize performance, enhance response quality, and elevate customer satisfaction. Your expertise in data-driven decision-making, content optimization, and innovative problem-solving will ensure that every live chat session delivers value and efficiency.

What makes this role interesting?

• Take ownership of refining Qlik’s Live Chat platform, ensuring faster resolutions and improved customer satisfaction scores.
• Use advanced analytics to identify patterns, optimize workflows, and guide proactive enhancements to the user journey.
• Collaborate with cross-functional teams to create impactful self-service resources, FAQs, and tutorials that address recurring customer needs.
• Experiment with new tools, triggers, and workflows, iterating based on real-time data to continually improve the support experience.
• Be a key player in shaping Qlik’s support ecosystem, where your contributions directly impact customer success and loyalty.

Here’s how you’ll be making an impact:

• Optimize live chat sessions by reducing handle times, boosting first-contact resolution rates, and enhancing overall customer satisfaction.
• Leverage live chat software features like routing, tagging, and templated responses to ensure prompt and accurate support.
• Analyze engagement data, CSAT/NPS scores, and agent efficiency to drive strategic improvements.
• Collaborate with product, UX, and content teams to create or refine documentation, FAQs, and proactive support materials.
• Test and implement new chat triggers, canned responses, and agent tools, refining them based on performance metrics and feedback.
• Track and report on key performance indicators, identifying opportunities to improve workflows, tools, and customer experience metrics.

We’re looking for a teammate with:

• Experience: 5+ years in digital support, with proven success in enhancing live chat platforms and customer experiences.
• Technical Proficiency: Familiarity with analytics platforms, CMS tools, customer support technologies, and SEO best practices.
• Digital Marketing Expertise: Knowledge of social media platforms, email marketing, and content distribution strategies.
• Agility: A flexible, innovative mindset with a comfort for rapid experimentation and iterative improvements.
• Cultural Fit: Passionate about Qlik’s mission to empower data-driven decision-making, with a collaborative and outcome-focused approach.

The location for this role is:

Barcelona, Spain

If you’re ready to lead the charge in delivering exceptional real-time support experiences, we’d love to hear from you!

What else do we offer?

• Genuine career progression pathways and mentoring programs
• Culture of innovation, technology, collaboration, and openness
• Flexible, diverse, and international work environment

Giving back is a huge part of our culture. Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in our volunteer programs.