Panel Support Specialist

The Team

As a member of our award-winning Support team, you will work closely with our geographically distributed Support Team as well as cross-functionally with the Panel, Quality Assurance, Product, and Professional Services teams to ensure we deliver the highest level of service to our users.  You will also support UserTesting team members across the globe with your product and technical expertise.

The Opportunity

You will focus on delivering a world-class support experience to the UserTesting Panel, high-value participants, and internal colleagues. You will help our contributors have an excellent experience while using the UserTesting platform. These interactions will be primarily through email support. Our participants will have various questions and technical support problems that you’ll need to diagnose and respond to via email. This can include assisting with account-related questions, educating on how to operate our application, coaching on how to deliver high-quality feedback, and troubleshooting technical issues as they arise.

What we are looking for

• Team player who will work towards common goals

• Take great pride in helping other people and will go above and beyond to make our users happy

• Ability to troubleshoot tech problems on both desktop and mobile devices – this will be a large portion of your daily duties

• Ability to quickly and efficiently resolve a high ticket volume while maintaining our world-class CSAT standard

• Excellent attention to detail

• Excellent written and verbal communication skills

• Comfortable crafting professional emails

• Ability to find and report bugs in a timely manner

• Self-motivated with the ability to multi-task and keep up in a faced-paced work environment

• Comfortable with working independently and with a remote team

• Lifelong learner able to conduct research and learn new skills quickly

• Ability to learn new technologies and tools, and quickly adapt to new processes

• 1+ years’ experience working in a SaaS environment

• Experience in Zendesk or similar ticketing software

• Strong documentation skills

Don’t meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Perks and Benefits

• Private medical and dental

• Monthly wellness and telecommunications reimbursements

• Work from home office equipment stipend

• Professional development stipend

• Flexible hours

• Generous holiday entitlement

• Your Birthday off!

• Mental Wellness Employee Assistance Program

• Cycle to Work scheme 

• Employee Referral Programme 

• Paid quarterly volunteering days and Charity donation matching via our UT Cares Volunteers and Charitable Giving Committee

• Enhanced family leave 

• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here! 

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.