Technical Support Specialist

User Testing Atlanta , GA 30301

Posted 2 months ago

About Us:

What makes the difference between a product that's engaging, compelling, and easy to use and one that's frustrating, broken, and complicated? The answer is user experience. Here at UserTesting, our mission is to help our customers create great experiences. We enable every organization to deliver the best customer experience powered by human insight.

About the team:

As a member of our award-winning Support team, you will focus on delivering a world-class support experience to our Customers, panel of Testers, and internal colleagues. You will work closely with the North American Support team as well as cross-functionally with our Quality Assurance, Product, Panel, and Professional Services teams to ensure we super-serve our users. You will also support UserTesting team members in our growing EMEA office with your product and technical expertise.

This position primarily serves two different groups of users, giving excellent service to each! These groups are:

  • Customers
  • Help our Customers have an excellent experience with UserTesting - most interactions will be via email and chat, but you'll probably get a few calls during the day.
  • Participants
  • Members of the UserTesting Panel will have various questions and technical support problems that you'll need to diagnose - most interactions will be via email and chat.

The Opportunity:

The day to day for this opportunity will include:

  • Respond to a range of customer issues based on priority via email, chat, and phones

  • Identify and analyze issues, patterns, and trends in customer requests & product performance

  • Identify and evaluate opportunities to increase customer satisfaction

  • Craft well-written professional responses

  • Demonstrate empathy and patience in every customer interaction

  • Achieve monthly goals of solved tickets without compromising quality

  • Find solutions and resolve issues while always adhering to company policies and guidelines

  • Learn, utilize and multitask across a variety of tools to view account information, troubleshoot, and solve complex issues

  • Identify and escalate bugs to the appropriate internal teams

  • Communicate effectively with internal teams to identify pain points and provide product feedback

What We're Looking For:

  • Strong customer service experience with a desire to go above and beyond

  • Bachelor's degree or equivalent experience preferred

  • Excellent troubleshooting and investigative skills with iOS, Android, Windows and Mac OS devices

  • Ability to identify, replicate, triage, and prioritize bugs/issues quickly and efficiently

  • Help maintain world-class CSAT standard of 95%

  • Professional written and verbal communication skills with strong attention to detail

  • Must be able to self-manage in a fast-paced environment with an international team

  • Desire to continually learn, adapt and work in the developing UX field

  • Multilingual (professional working proficiency) is a plus

  • Strong interpersonal skills required

  • Must be able to build relationships and work in tandem with other customer-facing teams

  • Build and maintain relationships with our valued customers

  • Ability to work the shift : Saturday

  • Wednesday, the hours of 10am

  • 6:30pm Eastern Time.

Why you'll love working for UserTesting:

We're honored to be named a 2020 Inc. Best Workplace, and named to Fortune's 2019 Best Companies to Work For in the Bay Area, among a variety of other awards. Joining UserTesting means being part of a passionate team focused on transforming the way companies learn about their users.

Founded in 2007 and backed by Accel and OpenView, UserTesting is headquartered in San Francisco with offices in Atlanta and Edinburgh.

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Besides a great work environment and the opportunity to change the world we're also growing fast - join us!

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