UserTesting enables every organization to deliver the best customer experience powered by human insight. With UserTesting’s on-demand Human Insight Platform, companies across industries make accurate customer-first decisions at every level, at the speed business demands. With UserTesting, product teams, marketers, digital and customer experience executives confidently and quickly create the right experiences for all target audiences, increasing brand loyalty and revenue. UserTesting has over 1,200 subscription customers, including 48 of the top 100 brands in the world, and has delivered human insights to over 35,000 companies to-date.
Founded in 2007 and backed by Accel and OpenView, UserTesting is headquartered in San Francisco with offices in Atlanta and Edinburgh. To learn more, visit www.usertesting.com.
Job Description
As our first Customer Support Specialist in Edinburgh, you will be a pioneer bringing our exceptionally high bar for customer service and support to EMEA. 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:
1. 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.
2. Testers – Members of our testing community will have various questions and technical support problems that you’ll need to diagnose – most interactions will be via email and chat.
Requirements:
- Take great pride in helping other people and will do what it takes to make our customers and users happy
- Bachelor's degree or equivalent experience preferred
- Ability to troubleshoot tech problems on both desktop and mobile devices – this will be a large portion of your daily duties
- Excellent attention to detail
- Comfortable crafting professional emails, live chats, but not afraid to pick up the phone when it’s appropriate
- Excellent written and verbal communication skills
- 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
- Love to learn, conduct research, and pick up new things quickly
- Willing to do whatever needs to be done in the office, whether it’s testing a new product, or implementing new processes