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 motivated and customer-focused agent willing to join our Tier 2 Customer Support Product Specialist Team. Your primary responsibility will be to serve as the escalation point for complex technical problems, utilizing your deep understanding of the product or service and troubleshooting skills to provide timely resolutions.You will work closely with the whole Support Team, both Tier 1 and Tier 3. This position requires strong communication skills regarding technical matters and a predisposition to constantly learn and adapt to new processes, changes and features coming out for our customers.

As a Tier 2 Customer Support Product Specialist, you will play a critical role in providing advanced technical support and expertise to resolve escalated issues from Tier 1 support teams. You will take ownership of complex cases and act as the bridge between the Tier 3 team and the customer to ensure successful and fluid communication. 

• Escalation Handling: Serve as the primary point of contact for Tier 1 support agents for escalations requiring advanced technical expertise. Analyze and troubleshoot escalated issues promptly and efficiently to provide timely resolutions.
• Technical Expertise: Demonstrate a deep understanding of the product or service supported by the organization. Stay updated with the latest product developments, features, and technical specifications to effectively address customer inquiries and issues.
• Problem Resolution: Utilize advanced troubleshooting techniques and diagnostic tools to identify and resolve complex technical issues. Work collaboratively with cross-functional teams to address underlying issues and implement long-term solutions.
• Knowledge Sharing: Actively contribute to the knowledge base by documenting troubleshooting steps, solutions, and best practices. Share knowledge and expertise with Tier 1 support agents through training sessions, mentorship, and regular communication channels to empower the team to handle similar issues independently.
• Customer Communication: Provide clear and concise communication to customers and internal stakeholders regarding issue status, resolution steps, and follow-up actions. Ensure a high level of customer satisfaction by demonstrating professionalism, empathy, and responsiveness in all interactions.
• Continuous Improvement: Identify trends and patterns in escalated issues to proactively address recurring problems and improve overall product quality and customer experience. Provide feedback to relevant teams regarding product enhancements, feature requests, and process improvements based on customer feedback and support experiences.
• Team KPIs: Maintain our Customer satisfaction score of 97% and above. Meet our Service Level Agreements 

What we're looking for: 

• Strong verbal and written communication; excellent collaboration, relationship-building and interpersonal skills
• Passionate interest in client satisfaction and personalizing interactions to meet client needs and preferences.
• Previous support, virtual preferred and/or help desk experience (sales experience an asset).
• Aptitude for learning and adapting to new processes and technologies with ease. Ability to create and contribute to knowledge base articles. 
• Strong troubleshooting/problem solving and analytical skills. Ability to proactively address potential issues in a timely manner.
• Exposure/experience in software development is an asset
• Applicants living in Ontario are strongly preferred

Perks & 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.