Panel Support Specialist

Company Description 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 a member of our award-winning Support team, you will focus on delivering a world-class support experience to the UserTesting Panel, high-value participants, and internal colleagues. 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. Our participants will have various questions and technical support problems that you'll need to diagnose and most interactions will be 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. Requirements: * Take great pride in helping other people and will go above and beyond to make our 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 * 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, live chats, and telephone when appropriate * 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 * Assist with customer support as needed * Multilingual (professional working proficiency) is a plus * Ability to work shift time of 8:00 am - 4:30 pm GMT Additional Information: Besides a great work environment and the opportunity to change the world, we offer competitive salaries, benefits, plenty of perks, as well as stock options. We value diversity, and are proud to be an inclusive, equal opportunity workplace. Learn more about what it is like to work at UserTesting at: