Senior Customer Support Specialist

uTest, the worlds largest global community of software testers, seeks a compassionate and detail-oriented Associate Tester Support Specialist to join our dedicated team. In this role, youll be the lifeline for our passionate community of testers, ensuring their voices are heard and issues are resolved swiftly and efficiently.

Heres what youll do:

• Serve as Team Lead: Serve as a hands-on contributor while simultaneously managing small team focused on Support operations
• Triage Service Now tickets: Analyze submitted tickets from testers regarding platform functionality, payment inquiries, and technical challenges.
• Prioritize and escalate tickets: Categorize tickets based on urgency and impact, escalating complex issues to the appropriate internal teams when needed.
• Champion best practices: Ensure consistent and efficient resolution of support requests by adhering to internal guidelines and procedures.
• Support Data standardization initiatives and build-out of reporting to drive key business insights
• Recommend improvements: Analyze trends and identify areas for optimization within the support process, proposing valuable enhancements to benefit both testers and the platform.
• Bridge the gap: Respond to uTest community members within 72 business hours, providing clear and empathetic communication in English.
• Technical wizard: Assist testers with basic technical troubleshooting steps for platform-related issues.
• Confidentiality is key: Handle sensitive tester information with discretion and professionalism, adhering to strict data privacy regulations.
• Other duties as assigned.

Youre the perfect fit if you:

• Have experience utilizing ServiceNow for Case Management
• Have excellent communication skills, both written and verbal, with a knack for crafting clear and concise responses.
• Possess a strong analytical mind and are adept at problem-solving, prioritizing tasks, and navigating complex situations.
• Thrive in a dynamic environment and can adapt to changing priorities and deadlines with a smile.
• Are a natural collaborator and possess the ability to build strong relationships with internal and external stakeholders.
• Exhibit exemplary attention to detail and a commitment to accuracy in all your work.
• Are proficient in English, able to communicate effectively with a global audience.
• Have a basic understanding of technical concepts and experience troubleshooting software-related issues is a plus.
• People Management Experience Preferred