Note: The job is a remote job and is open to candidates in USA. WineFetch is part of Constellation Software, a global leader in vertical market software. They are seeking a Client Support & QA Specialist to provide exceptional Tier 1 and Tier 2 support while also engaging in QA activities for their financial services software solutions.
Responsibilities
- Effectively apply knowledge to solve a range of problems and questions
- Run the application in a client's database copy and reproducing the issue in a test environment
- Occasionally train clients on the applicable application in a support capacity
- Effectively communicate an explanation or solution to clients and to other colleagues where applicable
- Resolve and diffuse demanding situations with a client by both e-mail and over the phone
- Escalate a ticket to the appropriate resource or call meetings if needed to bring an issue to resolution
- Function as the liaison between clients, the support team and our internal Development and QA teams
- Gather and analyze information, research, and follow up on client questions and issues in a timely manner
- Collaborate with Development, Professional services, or other staff to solve problems
- Consider and/or develop alternate solutions when available to provide excellent customer support
- Create and update all issues in the company tracking system to maintain accurate records of customer interactions
- Help build and maintain knowledge base articles, FAQs, and other self-service resources
- Participate in team meetings to share insights, feedback, and propose solutions
- Review the user stories, acceptance criteria, design test scenarios, test cases
- Create detailed, comprehensive and well-structured test plans and test cases based on new and existing requirements
- Identify, submit and issue errors to development for correction, and retest once errors have been corrected. Track defects and causal analysis to closure
- Create and maintain test libraries, databases, and test environments
- Convert manual regression scenarios to automated test cases
- Assist with software deployments and validation in QA and production environments
- Identify and thoroughly document product defects
- Keep track of new features/functionality added and prepare test cases to verify them
- Generate clear and well-written documentation for software verification requirements, plans, procedures and reports
- Provide recommendations and suggestions for structuring and improving the testing processes
Skills
- Experience and knowledge within the Financial Lending sector
- An understanding of the structuring of financial instruments i.e., loans, leases, financing contracts etc
- An ability to understand client issues and document the issue and expected outcome from the client's perspective
- Excellent analytical and troubleshooting skills
- Comfortable leveraging AI tools for daily activities
- Excellent oral communication skills, including the ability to speak effectively to a client or colleagues
- Excellent written communication skills, including the ability to read and understand documents such as user guides and manuals
- Strong mathematical skills to support calculation and validation of financial products
- Ability to apply common sense understanding
- Ability to work constructively in a team environment
- Ability to follow instructions and respond to direction
- Professional attitude to clients and colleagues
- The ability to communicate in a calm and professional manner to both clients and colleagues
- Prior experience in the financial sector relating to leases/loan portfolio management
- Proficiency In Word and Excel is a must
- University or College degree
- Prior experience as a software Tier 2 Support Desk Specialist and/or QA tester preferred but not mandatory
- Experience with Cypress tool is an asset but not required
Company Overview
WineFetch is an e-commerce and marketing platform for the retail wine and spirits industry It was founded in 2004, and is headquartered in Chapel Hill, North Carolina, USA, with a workforce of 11-50 employees. Its website is http://retailer.winefetch.com.
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