Location: Wilmslow, Cheshire

Position Title: Software Customer Support Specialist (Mid Level)

Duration: Full Time

Job description and background:

If you like to work with cutting edge technology for a global organisation then read on. UserZoom is looking for Software Customer Support Specialist to support our UK and European clients. You would assist with training of the tool and customer support assistance. UserZoom (www.userzoom.co.uk  & www.userzoom.co.uk) is an international user experience research company, specialising in unmoderated remote user testing and customer experience management. We use our own methodology and cutting-edge technology to perform our research. We have been in business since 2001 and have been successfully growing each year. We have offices in Europe (Wilmslow, Cheshire & Barcelona) and the US. Brands such as IBM, Google, Shop Direct, RS Components, PayPal and Betfair have licenses with our UserZoom solution.

Candidate profile, requirements and responsibilities:

• Minimum 3 years experience in a Customer Support role related to desktop or SAAS model software
• Previous experience working with external customers in a support role
• Strong technical skills to include a deep understanding of websites and HTML, Flash and Javascript
• Understanding of web analytics software
• Experience in managing a technical support ticketing system
• Knowledge and experience with software applications, web applications and web sites
• Ability to work in a face paced environment efficiently and effectively
•  Strong oral and written communication skills
•  Can work collaboratively and independently with minimal supervision
• Ability to come up to speed quickly on products and new technologies
• Cross-cultural communication and social interaction skills are a must
• Can work well in cross-functional teams, including Engineers, Product Managers and User Interface Designers

Detailed role:

The CSR is responsible for coordinating and responding to all incoming tickets and calls from customers, partners and employees as required to meet customer needs and demands in using UserZoom.

• Determine nature of the problem; make initial recommendations on fixes, route more technical issues to engineers
• Follow-up with customers and support engineers to ensure that issues are resolved and customers are satisfied
• Notify Account Manager / Research & Product Specialist of critical issues
• Expand and improve on customer support abilities and services
• Document all customer issues and report to Research & Product Specialist
• Collect metrics on common issues and report to training specialist for monthly and bi-monthly training topics and Help Center
• Create support documentation to decrease support calls

Bonus Points for:

• Understanding of the web design process
• Understanding of User Experience and Usability

Educational Requirements:

* BS in Computer Science or other related field.

What We Offer:

* Opportunity to work with cutting-edge technology and a young and innovative company with great future and growth plans

* Great office environment in the centre of Wilmslow

* Competitive salary and performance related bonus scheme

* Private healthcare following probation and 20 days paid holiday per year

* Opportunity of growth within the firm

* Opportunity to work with many fortune 500 / Global 2000 companies.

Contact Information:

For immediate consideration, please send a resume and cover letter to Arthur Moan: amoan@userzoom.com