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!

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Technical Support Specialist


Posted 3 months ago

VIEW JOBS 9/30/2020 12:00:00 AM 2020-12-29T00:00 Join ABB and work in a team that is dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy. ABB's Electrification business is a leading provider of a full range of protection, control and measurement solutions - enabling safer and smarter electricity flow from substation to the point of consumption. We deliver products and systems designed to connect, protect and control electrical systems, ensuring reliability, efficiency and safety for equipment and personnel. For our Marketing, Sales and Product Management team, understanding the full potential of our technology and the trends in our markets is highly rewarding. In addition, helping customers all over the world improve efficiency, save resources and reduce emissions gives our work a powerful sense of purpose. The role reports to the ELGM Americas Building Solutions. As a Technical Support Specialist, need to support the local Sales organization/customers in determining the most technically appropriate and cost-effective solutions and prepare technical descriptions of the applied products and technology to support the proposal process. Serve as a key technical resource in the assigned area. You will work closely with our industry experts to provide our growing customer base with world-class service and support. Your responsibilities * Responding to customer questions and inquiries with accurate and timely responses through voice and e-mail correspondences. * Analyzing and diagnosing reported problems to provide the appropriate technical solutions. * Providing solutions to customer reported problems on both legacy and new systems as requested on assigned products and cases. * Summarizes discussions, meetings, issues, and resolutions accurately in the call management system by logging all history and information into our internal call database system. * Maintain expert-level knowledge of specific designated products. * Contribute to product knowledge centers to support the propagation and publication of product technical knowledge. * Contributing to the overall, mutual success of the team by performing other duties and responsibilities as assigned. Your background * High School Diploma with 5 (FIVE) years of experience in the Building Automation or Industrial Automation industry. * Candidates must already have a work authorization that would permit them to work for ABB in the US. * Knowledge of BACnet and TCP-IP network protocols. * Excellent computer skills are required to be successful in this position - including strong knowledge of Windows operating systems, basic IT networking skills and familiarity with Internet-based applications. * Ability to confidently visualize problems and provide remote guidance direction. * Ability to multi-task and handle various priorities. * Customer service-oriented, preferably with a minimum of one-year customer service experience. * Excellent oral and written communication skills with the ability to work in a team environment, as well as be self-starting. * Knowledge of Modbus, Teletrol TSC, or American Auto matrix PUP protocols a plus. * Knowledge of Niagara AX or N4. ABB LTD Atlanta GA

Technical Support Specialist

User Testing