Associate Support Specialist

Applause is raising the bar for digital quality and employee experience. Recognized as a Top Workplace, Applause provides award-winning software testing and UX research solutions to top brands. Our fully managed services leverage a global team and the world's largest independent testing community. We improve digital experiences for global innovators like Google, Microsoft, PayPal, Starbucks, Vodafone, and BMW.

As an Associate Tester Support & Data Specialist you'll be the lifeline for our passionate community of testers, ensuring their voices are heard and issues are resolved swiftly and efficiently, and proactively share relevant information to keep them engaged.

Key Responsibilities:

• Triage Service Now tickets: Analyze submitted tickets from community members 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 48 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.

Job Requirements and Preferred Skills:

• 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.

Why Applause?

We're proud to cultivate an inspiring, engaging employee culture that's consistently reflected in high employee retention rates and satisfaction. Our talented team - known as Applause Nation - is set up for success with the latest collaboration and learning tools, opportunities for career advancement, and more.

• We have a flexible work environment with top talent from across the globe
• Collaborate with an international team of 450+ passionate, talented co-workers
• Expand your portfolio with exciting, hands-on projects providing exposure to well-known, global brands
• Learn and grow through structured onboarding, in-house knowledge sessions and access to thousands of virtual courses available on demand
• Incorporate AI and other exciting technologies into your work, to help you prioritize and boost productivity
• Experience a supportive culture that emphasizes teamwork, innovation and transparency
• Share your voice Contribute and integrate creative and innovative ideas across roles and departments

Applause Core Values:

As a global employee community, we strive to uphold the following core values, which are critical to business success and how we measure individual and team performance. Do you share our core values?

• Be Accountable: You love to take ownership, and hold yourself and others accountable to increase empowerment and success.
• Celebrate Authenticity: You love bringing your true self to work and creating genuine and trustful relationships within a diverse environment.
• In It Together: You have a team-first mindset and love collaborating with your peers.
• Create Value for Our Customers: You love delivering meaningful business impact and being a release partner for all aspects of digital quality.
• Crush Your Goals: You always strive for excellence and constantly seek ways to be better, more effective and more efficient.