Product Support Specialist (American shift)

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.
Website: www.userzoom.com
We are looking for
A Product Support Specialist in the American shift (9am to 6pm PST) to become part of the UserZoom Product Support department. Someone who is responsible and willing to work in a friendly, young and open-minded environment. We expect the person to feel comfortable working as part of a team offering support to Fortune 500 enterprise companies and ensuring to keep high our customers' satisfaction rates. 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.
Responsibilities

• Provide outstanding support ensuring customer satisfaction and retention
• Understand customer issues and suggest solution
• Route technical issues to the engineers
• Follow-up with customers and support engineers to ensure that issues are resolved to the customer's satisfaction
• Notify account managers about critical issues in a clear and detailed manner
• Forward customer feedback internally
• Train customers on specific features when necessary
• Document all customer issues and report when necessary
• Assist in keeping the support documentation up-to-date
• Provide support also during Bank Holidays (except for Thanksgiving day, Christmas day, and New year's day)

Requirements

• (3+ years) Support role with SaaS product for Enterprise corporations.
• (2+ years) Performing online or 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.
• Bachelors or Masters Level Degree in IT or relevant work experience
• Native-level English, with excellent verbal and written communication skills. Spanish knowledge is a plus
• Fast learner willing to become an expert of the application
• Excellent computer skills
• Ability to grasp technical concepts and explain them in a simple way
• Programming knowledge 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

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.
Benefits
Here are some of the benefits you can enjoy as part of the UserZoom family:

• Company variable compensation / Bonus scheme
• 15 PTO days per year, on accrual basis
• 10 Paid Holidays & up to two 2 Floating Holidays (dependent on hire date)
• Your birthday off
• 401k, with match
• Health Benefits: Medical, Dental and Vision
• Flexible Spending Account
• Health Savings Account
• Employee Referral Bonus
• International working environment
• Bank Holidays are compensated as days off
• Basic Life Insurance
• Long- Term Disability
• Short- Term Disability

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.