QA and Technical Support Analyst

Company Description:

We are a fast-growing technology business committed to delivering innovative solutions and exceptional customer service. Our team is dynamic, enthusiastic, and always pushing the boundaries of technology to exceed customer expectations.

Job Description:

As a QA and Technical Support Analyst, you will play a critical role in ensuring our platform’s reliability and our customers’ success. Your responsibilities will include manual testing, first-line support, updating support guides, and making technical updates. You will be at the forefront of customer interaction and technical problem-solving, providing essential insights to our development team and shaping the future of our customer support provision.

Key Responsibilities:

Manual Testing:
Conduct regular manual testing of the platform and front end. Identify and document issues using Azure DevOps.

First Line Support:
Serve as the primary point of contact for customer support inquiries. This includes guiding customers on using the platform, directing them to support guides, and escalating issues to the development team as needed.

Ticket Management:
Efficiently chase up escalated support tickets to ensure prompt resolution.

Reporting:
Prepare weekly / daily reports outlining support priorities and ensuring adherence to defined SLAs. Provide live chat support as required.

Support Guides:
Regularly update existing support guides and create new ones to facilitate efficient support delivery.

Technical Updates:
Execute technical updates including content management using a CMS and HTML, data importing, report creation using MSSQL/admin tools, troubleshooting platform issues, and assisting with customer onboarding and setup.

Role Description:

In this role, you will be instrumental in maintaining a high standard of customer satisfaction and platform reliability. You will be encouraged to provide feedback and suggestions on improving our support framework and contributing to a bug-free platform experience.

Person Specification:

Experience in technical support, customer service, or a similar role.
Proficiency in Azure DevOps, CMS and HTML, MSSQL, and other relevant technical tools.
Strong problem-solving skills and the ability to work independently.
Excellent communication skills, both written and verbal.
A proactive approach to customer service and support.
Ability to prioritize tasks and manage time effectively.
Experience in writing and updating support guides is highly desirable.

Support We Provide:

You will be part of a young, dynamic team dedicated to offering the best solutions and support to our customers. Your role will be pivotal in shaping the future of our support services, and your input for continuous improvement will be highly valued. We aim to provide a collaborative and supportive environment where your contributions will directly impact our platform’s success and customer satisfaction.

Next Steps for Application:

To apply for the QA and Technical Support Analyst position, please follow these steps:

Submit Your CV and Cover Letter:

Send over your CV and a cover letter. In your cover letter, please highlight your experience and skills that make you a great fit for this role.

Answer the Following Questions:

1. What are your available hours and days to work? Please provide details on your flexibility or any specific scheduling requirements you have.

2. Do you have reliable internet access and a personal computer that can be used for work purposes?

3. Please describe a specific scenario from your past work experience where you successfully identified and resolved a technical issue while ensuring customer satisfaction. Detail the steps you took to diagnose the problem, how you interacted with the customer, and the tools or resources you used to resolve the issue.

These questions are crucial to understanding your potential fit within our team and to ensure we can support your needs as an employee.

What to Expect After Application:

After submitting your application, our team will review your cover letter and CV. If your profile matches our needs, we will contact you to arrange an initial interview. This interview may be followed by a practical assessment or further discussions as needed.

We look forward to receiving your application and learning more about how you can contribute to our team’s success!