User Support Specialist

Who we are

UserZoom is the All-in-One Platform to Rapidly Test Usability & Measure User Experience global leader. We develop a comprehensive SaaS solution to cost-effectively test, measure, and improve Usability and User Experience, on both Web and Mobile platforms. Working with customers, such as Google, Paypal, Amazon, Cisco, and IBM among others.
Users (panelists) provide feedback to our customers’ UX tests through www.intellizoom.com.

Company website: www.userzoom.com

A Support Specialist for our panelists (users), working from 9am to 6pm, to become part of the UserZoom Product Support department. Someone who is responsible and willing to work in a friendly and open-minded environment. We expect the person to feel comfortable working as part of a team offering support to our thousands of panelists (users), ensuring that their satisfaction rates are kept high. Someone who is capable of handling cases throughout their lifecycle in the most cautious and careful manner and able to help us improve our service policies, procedures, and documentation.

Requirements

• Business level of English.
• Spanish, German and other European languages are a plus.
• Excellent verbal and written communication skills.
• Fast learner.
• Can-do attitude.
• Ability to work effectively within a team environment.
• Ability to multitask, plan and prioritize workload.
• Results-oriented attitude and problem-solving skills.
• A high degree of self-motivation.
• Polite courteous manner.

Experience

• (2+ years) Working on similar support or customer-facing role

• (1+ years) Creating and updating both internal and public documentation

Even if you don’t meet every single requirement but you are excited about the role, we encourage you to apply. Research and insights show us that some people groups 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 are committed to inclusivity and to creating an inclusive workplace.

Responsibilities

• Provide outstanding support service to panelists, ensuring their satisfaction.
• Make initial recommendations on fixes and route more technical issues to engineers.
• Review panelist applications (new users).
• Notify account managers and researchers about critical issues in a clear and detailed manner.
• Improve panelists' satisfaction rates.
• Document all relevant issues and report when necessary.
• Keep the documentation up to date.
• Provide support also during Bank Holidays (except for Christmas day, and New year’s day)

Benefits

• Career path
• Birthday as an additional holiday
• Spanish/ English lessons
• Referral program
• Flexible retribution
• (Zoom) Team building activities
• Flexible working hours
• Private Health insurance (AXA)
• Training & development program
• International working environment

We seek insight from all people

At UserZoom, we're all about recognising the insights that different people bring to our company - it's what makes us so successful. We know the value and innovation a diverse group of people can create and that's why building a diverse team is a priority for us, regardless of age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective.

We're on a continuous journey to improve how we recognise & evaluate each person's skills and how each individual can enhance our culture & values. We are committed to being consistent in how we shortlist, assess, hire, onboard, reward and promote based on merit.

Even if you don’t meet every single requirement but you are excited about the role, we encourage you to apply. Research and insights show us that some people groups 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 are committed to inclusivity and to creating an inclusive workplace.