Technical Support Specialist / Quality Assurance Assistant

Location: Remote

About Us:
Velaro is a leading provider of live chat and customer service software solutions. We are dedicated to improving customer experience and operational efficiency through innovative software products.

Job Description:
We are seeking a dedicated Technical Support Specialist / Quality Assurance Analyst who will be instrumental in providing exceptional customer service support, conducting thorough quality checks of our applications, and delivering comprehensive training to customers on our software. The ideal candidate will have a strong technical background, a passion for customer satisfaction, and an eye for detail.

Key Responsibilities:
– Provide first-level contact and convey resolutions to customer issues.
– Properly escalate unresolved queries to the next level of support.
– Track, route, and redirect problems to correct resources.
– Update customer data and produce activity reports.
– Walk customers through problem-solving processes.
– Follow up with customers, provide feedback and see problems through to resolution.
– Utilize excellent customer service skills and exceed customers’ expectations.
– Ensure proper recording, documentation, and closure of trouble tickets.
– Prepare accurate and timely reports.
– Document knowledge in the form of knowledge base tech notes and articles.
– Conduct Quality Assurance testing of software applications to identify potential issues and report them back to the development team.
– Work with software development teams to understand features and technical implementation.
– Assist in the development of training materials and program for new software releases and updates.
– Train customers on how to use our software effectively and efficiently.
– Participate in the design of information and operational support systems.

Requirements:
– Available to work 8am to 6 pm EST Monday-Friday
– Proven working experience in providing tech support.
– Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment.
– Excellent client-facing skills with experience providing end-user training.
– Proficiency in English and excellent communication skills.
– Working knowledge of help desk software.
– Strong understanding of the organization’s goals and objectives.
– Willingness to support flexible schedule requirements.
– Knowledge of customer service practices and principles.
– Superior writing and editing skills.
– Basic familiarity with QA concepts, with a willingness to develop expertise in this area.
– Strong analytical and problem-solving skills, with an ability to understand and articulate technical concepts.
– Ability to create detailed, comprehensive, and well-structured test plans and test cases.
– Technical background, with an understanding of software development and web technologies.

Qualifications:
– A minimum of 2-3 years in a technical support role, preferably in a software environment.
– Associate’s or bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent technical training and experience.
– Previous experience in a customer-facing role, with a genuine passion for helping customers succeed.

Mandatory Pre Interview Questions:

Can you describe your previous experience providing technical support in a customer-facing role? What types of issues have you commonly addressed, and how did you handle escalations when necessary?

What experience do you have with Quality Assurance testing of software applications? Could you provide examples of how you’ve identified and reported potential issues back to the development team in your previous roles?

How have you previously conducted end-user training and provided customer support to ensure customer satisfaction? Can you share an example of a particularly challenging training session and how you managed to address it effectively?

In a fast-paced environment, how do you prioritize and handle multiple customer issues while ensuring both quality support and timely responses? Can you share a scenario where you had to navigate multiple challenges simultaneously?

How would you rate your familiarity with software development and web technologies? Additionally, how willing and prepared are you to expand your knowledge in Quality Assurance concepts and practices, considering your current level of expertise in this area?