AddressWe are seeking a skilled and dedicated Project QA & Support Officer to join our dynamic team. This role involves ensuring the quality of our products through rigorous quality assurance practices, as well as providing essential support to our users. The successful candidate will play a crucial role in maintaining high standards for our products and ensuring a positive user experience.
Job Type: Full time
Work Arrangement: Onsite (Clark, Pampanga)
Work Schedule: Monday to Friday
Work Hours: 40 hours per week
Experience level: Intermediate to Mid-level
Qualifications:
- Bachelor's degree in information technology, computer science, business administration or any related field.
- Preferably with at least 2-3 years of relevant experience.
- Strong analytical and problem-solving skills.
- Good attention to detail, proactivity, and organization skills.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively in a team-oriented environment.
- Good customer service and documentation skills.
- Experience in customer support role within the software industry.
- Experience in support ticket management systems.
- Strong understanding of quality assurance processes and testing methodologies.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Understanding of information security principles and practices.
- Familiarity with recruitment software, applicant tracking system, CRM, Sales Management software, and accounting software (Payroll, Invoicing, Reporting) etc.
- Experience in quality assurance and testing, particularly in software development.
- Develop a good understanding of all the client’s products (Software)
- Ensure support tickets are managed and solved in line with the Support Priority & Timeframes Policy
- Develop an understanding of our customers and how to support them.
- Test, document, and develop procedures for new development work.
- Contribute to the continued improvement of support documentation and training materials.
- Provide feedback and collaborate with all other employees, suppliers, and contractors.
- Work with colleagues to manage support tickets.
- Follow up with clients’ tickets and make outbound calls where necessary.
- Upon receipt of a new dev ticket to draft a test case for its resolution
- To pass on tickets to developers (who may pass it back)
- To perform final testing on dev ticket resolutions and to approve or reject the changes as appropriate.
- Upon receipt of a new project/ticket to draft a test case for its resolution
- To perform final QA on resolutions and to approve or reject the changes as you deem appropriate.
- To draft all documentation and manage the processes pertaining to them.
- To keep developers “on message” regarding standards and processes.
- To actively participate, to listen and be heard in formal and ad hoc meetings and interactions.
- To contribute your expertise to the improvement of business processes.
