Position: Technical support with QA background
Company: Odore
Category: QA
Experience required: 1y
English level: upper

Assurance (QA) to join our team. As a Technical Support Specialist, you will play a crucial role in providing technical assistance and resolving customer issues while ensuring that our products meet the highest quality standards. You will leverage your expertise in QA to assess software functionalities, identify bugs, and collaborate with cross-functional teams to improve product performance. If you are passionate about troubleshooting complex technical problems and have a keen eye for quality, we would love to hear from you.

Responsibilities:

Provide exceptional technical support to customers via various channels (phone, email, chat, etc.), addressing their inquiries, troubleshooting technical issues, and resolving problems efficiently.
Collaborate closely with customers to understand and diagnose complex software or hardware problems, providing clear and concise guidance to resolve technical issues.
Perform thorough testing and quality assurance checks on software applications and systems, identifying and documenting any bugs or defects.
Create detailed bug reports, including steps to reproduce, screenshots, and relevant information, and work closely with the development team to ensure timely resolution.
Conduct root cause analysis of technical issues, working closely with cross-functional teams, including developers and product managers, to identify and implement effective solutions.
Participate in product release cycles and provide input from a quality perspective, ensuring that all software enhancements and updates meet the highest quality standards.
Collaborate with the QA team to develop and execute test plans, test cases, and test scripts to validate software functionality, performance, and usability.
Continuously monitor and evaluate customer feedback, identifying patterns and trends to proactively improve product quality and user experience.
Assist in creating and maintaining technical documentation, including knowledge base articles, FAQs, and troubleshooting guides to support customers and internal stakeholders.
Stay updated on industry trends, best practices, and emerging technologies related to technical support and quality assurance, and proactively share knowledge with the team.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field.
Proven experience in technical support, preferably in a software or technology-driven environment.
Strong background in Quality Assurance (QA) methodologies and practices.
Solid understanding of software development life cycle (SDLC) and software testing principles.
Proficiency in troubleshooting and diagnosing software, hardware, and network issues.
Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical users.
Strong problem-solving and analytical skills with a keen attention to detail.
Experience with bug tracking tools and software testing frameworks.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
Customer-focused mindset with a commitment to delivering exceptional support.