Talentmanagementsolution
QA Specialist & Technical Support
Remote - USA
Sponsorship not specifiedDetected 26 days ago
SQLAzureDevOpsAgileJiraProcess ImprovementCustomer SupportCommunicationProblem SolvingOrganizational Skills
About the role
- This role requires strong analytical skills, attention to detail, technical aptitude, and a commitment to delivering exceptional customer experiences.
- Headquartered in Canada, Jonas Software has a global footprint with offices around the world.
Responsibilities
- Customer Support
- Maintain accurate and up-to-date records for all assigned support cases.
- Achieve and maintain a Customer Satisfaction (CSAT) score of 90% or higher.
- Contribute to customer-facing documentation, knowledge base articles, and support resources.
- Develop, maintain, and execute test plans and test cases.
- Identify, document, track, and verify software defects to ensure efficient resolution.
- Validate defect fixes prior to release and confirm expected outcomes.
- Collaborate with Product and Development teams to improve software quality, testing practices, and release readiness.
- Contribute to ongoing improvements in support processes, testing procedures, and product quality.
- Create and maintain support, QA, and process documentation, including a minimum of one knowledge base article, test plan, or process improvement document per quarter.
Requirements
- Minimum 5 years of experience in technical support, software support, quality assurance, or a related role.
- Experience testing on-premises, web-based, enterprise, or SaaS software applications.
- Experience working with ticketing systems and issue-tracking tools.
- Reproduce reported issues and document findings clearly for escalation when required.
Nice to have
- Experience working with SQL databases and database troubleshooting.
- Familiarity with APIs, integrations, and software configuration.
- Experience using Jira, Azure DevOps, or similar issue-tracking platforms.
- Understanding of software development lifecycles and Agile methodologies.
- Experience collaborating directly with software development teams.
- Scheduled Weekly Hours:
- Number of Openings Available:
- More About Jonas Software:
Company info
- Investigate, troubleshoot, and resolve software issues while maintaining clear communication with customers throughout the support process.
- Assist customers with software configuration, troubleshooting, and best practices.
- Provide professional and timely technical support to customers via support tickets, email, phone, and remote sessions.
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This listing is sourced directly from Talentmanagementsolution's careers page and normalized into a canonical job model.