German-speaking Customer Support Specialist

UserTesting® was founded in 2007, crossed $100M in revenue in 2020, and began trading under USER on the NYSE in 2021. The company is headquartered in San Francisco, California, with regional offices in Atlanta, Edinburgh, and Singapore. A trusted company by top brands for 14+ years, UserTesting has over 2,500 customers in 45 countries including more than half of the world's top 100 most valuable brands according to Forbes.

A leader in video-based human insight, we believe the path to human understanding starts with shared insight—seeing and hearing how another person engages with the world around them and taking in their perspective. We're for capturing the kind of human responses that don't show up in a spreadsheet. This is what inspires us, and it's how we enable companies to connect with their audiences, authentically, through an experience that's uniquely, and intentionally, human.

We're proud to have been named to the Inc. Best-Led Companies of 2021 and the Fortune Best Workplaces in the Bay Area 2021 lists, along with having received a variety of additional workplace and corporate growth awards. Choosing to join our team means being part of a passionate group focused on transforming the way companies understand their customers and build better products and experiences. Come join us and help us build the engine for human understanding

As a member of our award-winning Support team, you will focus on delivering a world-class support experience to our Customers, panel of Testers, and internal colleagues. You will work closely with the North American Support team as well as cross-functionally with our Quality Assurance, Product, Panel, and Professional Services teams to ensure we super-serve our users. You will also support UserTesting team members in our growing EMEA office with your product and technical expertise.

This position primarily serves two different groups of users, giving excellent service to each These groups are:
**The Opportunity**:
The day to day for this opportunity will include:

- Identify and analyze issues, patterns, and trends in customer requests & product performance
- Identify and evaluate opportunities to increase customer satisfaction
- Craft well-written professional responses
- Demonstrate empathy and patience in every customer interaction
- Achieve monthly goals of solved tickets without compromising quality
- Find solutions and resolve issues while always adhering to company policies and guidelines
- Learn, utilize and multitask across a variety of tools to view account information, troubleshoot, and solve complex issues
- Identify and escalate bugs to the appropriate internal teams
- Communicate effectively with internal teams to identify pain points and provide product feedback
- Assist with the translation of macros, triggers, automations, and documentation into German

**What We're Looking For**:

- Strong customer service experience with a desire to go above and beyond
- Fluent in German
- Bachelor's degree or equivalent experience preferred
- Excellent troubleshooting and investigative skills with iOS, Android, Windows and Mac OS devices
- Ability to identify, replicate, triage, and prioritize bugs/issues quickly and efficiently
- Help maintain world-class CSAT standard of 95%
- Professional written and verbal communication skills with strong attention to detail
- Must be able to self-manage in a fast-paced environment with an international team
- Desire to continually learn, adapt and work in the developing UX field
- Multilingual (professional working proficiency) is a plus
- Strong interpersonal skills required
- Must be able to build relationships and work in tandem with other customer-facing teams
- Build and maintain relationships with our valued customers

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Aside from a great work environment and the opportunity to make an impact, we're also growing the team quickly-join us

**UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives.