Senior Customer Support Specialist Do you thrive in a fast-paced environment, love helping people, and possess a keen eye for detail? uTest, the world's largest global community of software testers, seeks a compassionate and detail-oriented Senior Customer Support Specialist to join our dedicated team. In this role, you'll be the lifeline for our passionate community of testers, ensuring their voices are heard and issues are resolved swiftly and efficiently. Here's what you'll 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. You're 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 What Makes Applause a Great Place to Work Applause is a world leader in digital quality testing. Since 2007, Applause has been the driving force in testing and digital quality innovation. Our expertise continues to help leading brands deliver quality digital products to their customers. Utilizing the skills of 1.5+ million testers in more than 200 countries and territories, Applause helps the world’s leading brands to deliver quality digital products and experiences to their customers on a global scale. With insightful, actionable testing results that can directly inform go/no go release decisions, we enable our customers to release digital products and experiences better, faster and with confidence. At Applause, living our core values - In it Together, Be Accountable, Create Value for Our Customers, Celebrate Authenticity, and Crush Your Goals - informs our choices as individuals, as teammates and in our everyday interactions with customers. Our values help to keep us on track to deliver the best outcomes, and to be the very best team we can. Embracing a culture of respect, authenticity and inclusion, we value and celebrate diversity. Together as one Applause Nation, we strive to enable professional opportunities for all employees. Please visit https://www.applause.com/life-at-applause to learn more about the employee experience at Applause Nation! Applause is a place where everyone belongs and where we believe everyone deserves the exceptional. Since our founding, we have continued to celebrate diversity and are committed to creating an inclusive environment. If you believe you require a reasonable accommodation under any of the legally protected characteristics, please click here to complete an accommodation request. Please note Applause will only review requests for applications that have been submitted. We will review your qualifications and follow up with you regarding your request if your qualifications meet our current needs. #LI-OB1