Customer Support Specialist

We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations  discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.

A trusted company by top brands for 15+ years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.

The Opportunity

We are seeking a highly motivated and customer-focused Tier 1 Support Specialist to join our  award-winning Support team. In this role, you will be responsible for providing world-class technical support and assistance to our customers and internal colleagues, ensuring their smooth and efficient utilization of our software products. 

You will work closely with the whole Support team (including those in different shifts), as well as cross-functionally with our Quality Assurance, Product, Panel, and Professional Services teams to provide our customers with a world-class user experience.

As a Tier 1 Support Specialist, you will serve as the first point of contact for customer inquiries and troubleshooting, delivering excellent service and resolving issues in a timely manner. This position requires a strong technical aptitude, excellent communication skills, and a passion for customer satisfaction.

• Act as the primary contact for customer inquiries, technical issues, and requests related to our software products.

• Provide timely and accurate responses to customer queries via various communication channels, including email, phone, and live chat.

• Identify, troubleshoot, and resolve customer-reported issues while always adhering to company policies and guidelines.

• Escalating more complex cases to the appropriate teams, including Tier 2, Professional Services or leadership among others, in a timely manner.

• Guide customers through step-by-step troubleshooting processes, ensuring their understanding and comfort with the solutions provided.

• Maintain comprehensive and accurate records of customer interactions, inquiries, and resolutions in our support ticketing system.

• Collaborate closely with cross-functional teams, including Development, Quality Assurance, and Product Management, to ensure effective issue resolution and customer satisfaction.

• Continuously expand your knowledge of our software products, staying up-to-date with new features, enhancements, and releases.

• Contribute to the creation and improvement of support documentation, knowledge base articles, and FAQs to help customers find solutions independently.

• Proactively identify trends in customer issues and provide effective feedback to relevant teams for process improvement and product enhancements.

• Strive to achieve and exceed individual and team performance metrics and customer satisfaction goals without compromising quality.

• Craft well-written professional responses, demonstrating empathy and patience in every customer interaction.

• Provide training and mentorship to new team members, sharing knowledge, best practices, and procedures to ensure a smooth onboarding process and foster their professional growth. 

• Build and maintain relationships with our valued customers.

What we're looking for

• Experience in a customer support role, preferably in a SaaS or software support environment.

• A customer-centric approach with a strong focus on delivering exceptional service and ensuring customer satisfaction.

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users effectively.

• Strong technical aptitude and ability to quickly understand complex software systems.

• Proven problem-solving and troubleshooting skills, with a keen attention to detail.

• Familiarity with support ticketing systems and customer relationship management (CRM) tools.

• Experience with remote support tools and screen-sharing software.

• Multilingual (professional working proficiency) is a plus.

• Residing in the Ontario and ability to work 8:00 AM - 4:30 PM EST  

Perks and Benefits 

• Basic Life insurance

• Mental Wellness Employee Assistance Program

• Extended healthcare, dental & vision care, and life & disability coverage

• RRSP Matching

• Flexible Time off (Full time employees)

• Remote Equipment Expense Reimbursement

• Professional Development Stipend

• Monthly wellness and telecommunications reimbursements

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

• Employee Referral Programme 

• Recognition of Service 

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

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Aside from a great work environment and the opportunity to make an impact, we’re also growing the team quickly–join us!

At UserTesting, we are committed to providing more inclusive and accessible experiences for our candidates. We pride ourselves on building empathy; diverse perspectives, which we believe are the key values to creating exceptional experiences for everyone. Our commitment to providing accessible experiences is driven by this belief and our core values. If you require any accommodations or have any specific requests about how we could tailor our interview process to better suit your needs please contact us on: talentexperience@usertesting.com. If you need to speak to someone please ask!

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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.  

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing askPeopleOps@usertesting.com.