Customer Support and Quality Assurance Specialist

hace 3 días


Monterrey, Nuevo León, México Dataart A tiempo completo

About Us: Dataart is a renowned company with a 40-year legacy, specializing in personalized retirement services and strategic tax planning.

Overview of the Project: For over 40 years, we have empowered investors to take charge of their retirement by providing access to tax-advantaged, self-directed accounts.

Position Overview: We are seeking a skilled Customer Support and Quality Assurance Specialist who will play a dual role in supporting our clients and ensuring the quality of our products. As a Support Specialist, you will provide exceptional customer service, troubleshoot issues, and deliver resolutions promptly. As a Quality Assurance Specialist, you will test our products to ensure they meet the highest quality standards before release.

Key Responsibilities:

  • Incident Management: Monitor, troubleshoot, and resolve production issues within defined SLAs, providing timely and clear status updates to stakeholders
  • Documentation: Maintain comprehensive and accurate documentation for troubleshooting guides, standard issue resolution procedures, and client-facing reports
  • Process Improvement: Analyze recurring issues and propose actionable improvements, collaborating with development teams to implement fixes or automation
  • Communication: Regularly update clients or internal teams on issue status and resolution timelines in a clear, professional manner, using pre-defined communication templates
  • Adherence to Procedures: Follow defined processes and protocols for handling incidents, escalating complex issues as needed
  • Test Execution: Perform manual testing of features, including functional, regression, and exploratory testing, based on defined test cases and ad-hoc scenarios
  • Defect Reporting: Accurately document defects, steps to reproduce, and testing outcomes in tracking tools
  • Validation: Test and verify fixes for defects before production deployment

Requirements:

  • Technical Knowledge: Familiarity with troubleshooting production systems, logging tools, and ticketing systems. Familiarity with software testing principles, methodologies, and tools. Experience with SQL or basic scripting is a plus
  • Communication: Clear and concise communicator in English, comfortable liaising with both technical and non-technical stakeholders
  • Quality Focus: Demonstrated ability to execute detailed test cases, identify edge cases, and report defects clearly
  • Problem Solving: Ability to approach issues methodically, diagnose problems efficiently, and recommend practical solutions
  • Documentation Skills: Strong written communication skills to create and update support and testing documentation
  • Flexibility: Comfortable balancing support responsibilities with QA tasks, adjusting priorities as needed
  • Teamwork: Collaborative attitude, eager to contribute to continuous improvement efforts across support and QA processes

Salary and Benefits: The estimated annual salary for this position is $65,000-$85,000, depending on experience, with a range of benefits including health insurance, retirement plan, and paid time off.



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