Panel Support Specialist

User Testing Chamblee , GA 30341

Posted 5 months ago

Company Description

UserTesting enables companies to put their customers at the center of every business decision by leveraging the power of human insights. The most advanced on-demand customer insights platform, UserTesting enables product managers, UX researchers and designers, marketers, and digital executives to connect with their exact target customer in a matter of hours and uncover actionable insights that drive ROI. More than 35,000 companies have adopted UserTesting to make smarter business decisions throughout the design and development of their digital experiences as well as in their marketing messaging and competitive positioning.

Job Description

What makes the difference between a website or app that's engaging, compelling, and easy to useand one that's frustrating, broken, and complicated? The answer is user experience. Here at UserTesting, our mission is to eliminate bad user experiences from the world.

The Panel Team plays an important role in customer satisfaction, and in this position, you'll help us give our customers a high quality testing experience with UserTesting. You'll be reviewing, analyzing and advocating the quality of our worldwide network of remote panelists who participate in usability studies.

What you'll do:

  • Review and analyze videos to ensure that our panelists meet technical and performance quality standards.

  • Assess situations and draw proper conclusions to effectively provide the appropriate coaching to our panelists.

  • Use internal tools and templates to efficiently review videos and coach panelists.

  • Use internal tools and processes to enforce fraud prevention policies.

  • Work collaboratively with the team to create and update coaching templates so that we convey clear, concise and consistent messaging to our panel.

  • Tier 2 Panel Support: use a ticketing system to resolve support tickets that require Panel expertise.

  • Communicate trends, bugs or quality concerns to appropriate teams in a timely and direct manner.

Qualifications

  • Bachelor's degree or related work experience

  • Experience as a UserTesting panelist highly preferred

  • 1+ years experience in an analytical, customer service, or similar role

  • Excellent written and verbal communication skills

  • Detail oriented, self-motivated, and sound judgement skills

  • Tech savvy, prior experience with tools such as Word, Excel, Google Docs/Drive, email and/or other internal enterprise systems

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Panel Support Specialist

User Testing