Tier 1 Product Support Specialist, PST Timezone (R

1. 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 clients, such as Google, Paypal, Amazon, Cisco or IBM among others.

www.userzoom.com

2. What we are looking for:

A Product Support Specialist in the American shift to become part of the UserZoom Product Support department that will be working in PST working hours; being responsible of the team, working in a friendly, young and open minded environment; helping improve processes and eager to learn. Someone who feels comfortable working in a motivating and supporting team, for Fortune 500 enterprise companies, and ensures to keep high our customers satisfaction rates. Someone who is capable of handling cases throughout their lifecycle in the most cautions and careful manner and able to help us improve our service policies, procedures and documentation.

Experience

✓ (3+ years) Support role with SaaS product for Enterprise corporations

✓ (2+ years) Performing online and on-site trainings of a software tool

✓ (3+ years) Updating Help Center and documentation

✓ (2+ years) Updating support policies and procedures

✓ (2+ years) Reporting summaries to supervisor

Responsibilities

✓ Excellent problem solving skills; make initial recommendations on fixes and route more technical

issues to engineers

✓ Provide outstanding customer service to clients and ensuring customer satisfaction and retention

✓ Report feedback and feature requests to product team

✓ Follow-up with customers and support engineers to ensure that issues are resolved and customers

are satisfied

✓ Notify account managers, researchers about critical issues in a clear and detailed manner

✓ Perform trainings of the tool when necessary

✓ Improve customer satisfaction rates

✓ Document all customer issues and report when necessary

✓ Expand and improve on customer support abilities and services

✓ Collect metrics on common issues and report to training specialist for monthly and bi-monthly

training topics and Help Center

✓ Keep updated the Help Center and support documentation

Requirements

Skills and Education

✓ Bachelors or Masters Level Degree in IT or related discipline

✓ Negotiation level of English. Spanish knowledge is a plus

✓ Have easy learning skills to become an expert of the tool

✓ Excellent computer skills

✓ Have Web knowledge

✓ Knowledge of image editing is a plus

✓ An outgoing personality with a 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

✓ High degree of self-motivation

✓ Polite courteous manner

Benefits

• 15 PTO days per year, on accrual basis
• 5 Sick days, available on January 1st
• 10 Paid Holidays
• 2 Floating Holidays, prorated dependent on hire date.
• 1 BAD, Birthday or Anniversary day.
• 401k, with match
• Stock Options
• Health Benefits: Medical, Dental and Vision
  • Medical: UZ pays 90% for employees
  • Dental UZ pays 100% for employees
  • Vision: UZ pays 100% for employees
    • Up to 75% for dependents
• Flexible Spending Account
• Health Savings Account
• Commuter Benefits
• Basic Life Insurance
• Long- Term Disability
• Short- Term Disability