Userlytics is a state-of-the-art global platform for remote user experience (UX) and usability testing. With a worldwide panel of over 2,000,000 participants, a leading edge platform and a professional services division of consultants, Userlytics can support everything from rapid DIY, ad-hoc user testing projects to complex multinational projects.
Userlytics is looking for a Support Specialist to join the Operations team. You will be providing support for a variety of stakeholders and overseeing the QA process for research projects that utilize a variety of different UX methodologies. The main responsibilities are providing support in scoping and conducting research, working with cross-functional teams, evaluating qualitative and quantitative data, among others.
Key Responsibilities
- Serve as the first point of contact for customers and testers seeking technical assistance via email, chat, or ticketing system.
- Escalate complex or unresolved issues internally or to the relevant teams while maintaining ownership of the ticket until resolution.
- Monitoring and supervising tests in Userlytics’ platform.
- Quality control review process of both tests and results.
- Internal Knowledge Base Management.
- Assist in onboarding new users by providing guidance and answering questions about the platform.
- Work closely with internal teams, including project management, product, engineering, and QA, to report bugs, provide feedback, and support testing initiatives.
- Assist in the coordination and implementation of translations in POEditor
- Other responsibilities as determined by the Operations Director and the Support Lead.
Qualifications and Skills
- At least 1 year of experience in a helpdesk, technical support, project management or customer service role.
- Basic technical knowledge of web applications, browsers, and troubleshooting common software issues.
- Strong problem-solving skills and the ability to work under pressure.
- Proficiency in Google Suite (Google Sheets, Google Docs, etc.)
- Proficiency in using helpdesk ticketing systems and collaboration tools (e.g., Zendesk, Jira, Slack).
- Native or bilingual English language skills
- Exceptional verbal and written communication skills
- High attention to detail
- Emotional resilience in fast-paced, high profile and ever-changing situations
- Interested in “startup/scaleup” environments (growth” phase of a startup/scaleup that demands extraordinary commitment and enables very fast professional growth)
- Familiarity with usability and user experience testing tools and/or familiarity with digital marketing platforms and cloud based services are a plus
Benefits
- Competitive compensation in USD
- Opportunity to work in a fast moving, high growth SaaS company
- Casual dress all-day, everyday
- Strong teamwork, results-oriented culture
- High potential for growth
