Customer Support Specialist

Atlanta, GA, United States

**Customer Support Specialist**

at UserTesting Atlanta, Georgia, U.S. :

UserTesting was founded in 2007, and is backed by world class VCs: Accel, Greenspring, Insight Partners, and OpenView. In 2020, we crossed $100M in revenue, and are accelerating our international growth from our San Francisco headquarters. UserTesting is now present in 12 countries, with regional offices in Atlanta, Edinburgh, Singapore, and Oslo. Today, more than 2,000 organizations in 45 countries use the **UserTesting****?** to make more informed, customer-first decisions at scale.

Choosing to join our team means being part of a passionate group focused on transforming the way companies learn about their customers and build better products and experiences. Using our powerful software combined with the industrys largest and most diverse panel of test participants, our customers can quickly target their audience and receive think-aloud video feedback from real people sharing their thoughts to your questions. UserTestings platform enables companies to get rapid feedback on all types of customer interactions and experiences: websites, mobile apps, prototypes, campaigns, real world experiences, and more! A recent study found the ROI of using UserTesting to be 655%!

Were proud that this is our fourth year of being honored as an and a Fortune Best Workplace in the Bay Area, along with having received a variety of additional workplace and corporate growth awards. Weve made a commitment to build and develop a diverse workforce that reflects the labor markets in which we operate. We actively look to add amazing people to our team who will bring diversity across many lines, including race, ethnicity, religion, sexual orientation, age, marital/family status, disability, gender identity, sex, and country of origin, in addition to bringing a variety of backgrounds, interests and opinions. At the end of 2020, our global team was 43% women and 36% minority; in the U.S., our underrepresented minority population was 16%. In the last year, weve had more than a third of our employees take on new roles within UT. We do everything we can to make UserTesting a place where you feel you belong and are empowered to do the best work of your career.

**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 youll probably get a few calls during the day.

- Participants Members of the UserTesting Panel will have various questions and technical support problems that youll 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 Were 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

* **Shift Time**: Monday - Friday 10am-6:30pm EST

**Why You Should Work at UserTesting:**

To learn more about our team, culture, and customers, check out our , , and . Aside from a great work environment and the opportunity to change the world, were also growing the team quickly - join us!

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UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable. Unfortunately, we are not currently hiring in the state of Colorado.

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As set forth in UserTestings Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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