BASIC JOB SUMMARY:
Daily support case management including incident triage, resolution, and escalation. Daily triaging and resolving support requests submitted by internal and external users. Interact with the customer to gather information, ask clarifying questions, and gather user and technical information to assist in resolution. Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use. Adherence to Service Level Agreements (SLA’s), and responsible for executing within the SLA.
What does a day in the life as a Technical Support Quality Analyst look like?
- Troubleshoot issues related to new features identified during test execution
- Create detailed cases for bugs using developer tools, screen shots, screen recordings, etc
- Verify fixes for bugs and improve test coverage by adding additional test cases throughout testing.
- Collaborate on Quality Assurance issues with the team and our Engineers.
- Create support related knowledge articles
- Design, develop, and execute manual end-to-end test cases for product feature
- Obtain process expertise to provide accurate and timely reports to stakeholders and recommend improvement opportunities as spotted during audit.
- Maintains a positive, empathetic, and professional attitude toward client and stakeholders at all times; Acknowledges and resolves customer complaints.
- Communicates and coordinates with colleagues as necessary.
- Function as a liaison between internal technical teams and application users
What are the required qualifications for a Technical Support Quality Analyst?
- Bachelor's degree or higher preferred. Computer Science is a plus.
- Familiarity with developer tools on the browser (e.g. console errors and network requests).
- Demonstrated ability to effectively communicate both technical and business issues, as well as solutions, across organizational levels and with customers
- Experience interacting with application users in sensitive situations. as a technical acumen due to the need to be both a support person as well as a quality tester. They need to be able to use the system, but also make configurations necessary to support customers' issues, validate how existing functionality works, as well as to execute manual test cases against new features.
- Experience supporting a software product, preferably B2B SaaS. Preferably as a technical support or under technical support team
- Must be authorized to work in the Philippines
