Job Description:
The Technical Support & QA Specialist is a hybrid role that combines customer-facing technical support responsibilities with software quality assurance activities.
The successful candidate will serve as a critical link between customers, Product Management, and Development by resolving support issues, identifying product enhancements, validating software functionality, and helping ensure successful software releases. This role requires strong analytical skills, attention to detail, technical aptitude, and a commitment to delivering exceptional customer experiences.
Key Responsibilities
Customer Support
- Provide professional and timely technical support to customers via support tickets, email, phone, and remote sessions.
- Respond to customer inquiries in accordance with Minisoft’s Service Level Agreements (SLAs), maintaining a target of 95% or greater SLA compliance.
- Investigate, troubleshoot, and resolve software issues while maintaining clear communication with customers throughout the support process.
- Reproduce reported issues and document findings clearly for escalation when required.
- Escalate complex issues to Product and Development teams with complete documentation, reproduction steps, supporting evidence, and business impact details.
- Assist customers with software configuration, troubleshooting, and best practices.
- 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.
Quality Assurance
- Execute functional, regression, integration, and user acceptance testing for software releases, enhancements, and defect fixes.
- Participate in release validation activities and complete testing and sign-off responsibilities for assigned releases.
- 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.
Continuous Improvement
- Act as a voice of the customer by identifying recurring issues, trends, and opportunities for product enhancement.
- 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.
- Recommend practical product, process, or customer experience improvements that enhance service delive