Support Quality Assurance Specialist

Description:

Embrace IT is a leading company dedicated to providing top-notch technical solutions to our customers. We are seeking a skilled and detail-oriented Support QA Specialist to ensure the highest standards of customer service and technical assistance through rigorous quality testing and evaluation.

The Support QA Specialist will play a critical role in maintaining the quality and effectiveness of our services. This individual will be responsible for monitoring and evaluating customer interactions, resolving customer problems, identifying areas for improvement, and collaborating with the technical team to implement enhancements. The successful candidate will have a deep understanding and passion for assisting others in resolving technical issues, excellent communication skills, and a desire for delivering exceptional customer experiences.

Key Responsibilities

• Diagnose and troubleshoot technical issues.
• Guide customers through problem resolution steps and provide clear instructions.
• Monitor and review recorded support issues to ensure adherence to established support processes, accuracy of technical information, and compliance with company guidelines.
• Document and track software defects using issue tracking systems (e.g., Jira,GIT board). Collaborate with developers to reproduce and troubleshoot issues, ensuring effective communication throughout the defect resolution process.
• Stay up to date with product knowledge, technical skills, and industry trends.
• Generate regular reports and dashboards detailing quality assessment results, trends, and insights. Present findings to management and suggest action plans based on data analysis.
• Work closely with development, product management, and design teams to ensure a clear understanding of requirements and design specifications. Provide valuable feedback during design and development stages to prevent defects.

Qualifications &

• Bachelor’s degree in computer science or equivalent Field.
• 2 years proven experience in Technical Support or QA roles.
• Strong technical background and understanding of QA, SQL and Debugging skills.
• Excellent communication skills, both written and verbal.
• Detail-oriented with the ability to spot inconsistencies and discrepancies.
• Analytical mindset with the ability to interpret data and trends.
• Familiarity with quality assurance processes and methodologies will be a plus.