Job Description

Q Analysts is looking for a User Support Technician to help support a dogfooding program we are running for a key client who is leader in technology and develops cutting edge AI/ML products in AR/VR and other technologies. User Support Operator will provide direct user support through multiple communication channels. This is an exciting area of user support that will enable Augmented Reality (AR) research. The user base in need of support will be experiencing technical and non-technical issues. The candidate must have an intermediate knowledge of mobile devices, mobile apps, and be able to quickly ramp up on AR technologies (if no previous experience). When supporting our users, the candidate must be able to continuously update documentation, uphold clear verbal and written communication, collaborate with team and stakeholders, send data driven status updates, and troubleshoot technical issues.

Responsibilities{{:}}

Monitor and respond to support requests across different channels in a timely manner

Maintain and update the project knowledge base to improve efficiency

Provide feedback on tools to help improve the support workflow

Stay up-to-date on all related project changes

Engage with teams involved in project to root cause technical issues

Contribute to improve reporting by gathering, improving and reporting on KPI metrics.

Requirements

Required Skills{{:}}

Prior experience in IT customer support. (QA experience is preferred)

Exceptional soft skills during user support and while collaborating with team members

Ability to work efficiently with minimal supervision

Advanced computer skills (i.e. - PC/Mac/Microsoft Suite)

Familiarity with iOS/Android mobile devices

Excellent verbal and written communication/documentation

Keen attention to detail

Benefits

Why Qualitest?

• Founded in 1997, Qualitest offers a wide range of digital quality solutions designed to provide enterprise customers with end-to-end quality management services across the software lifecycle. Qualitest achieves this by deploying engagement models tailored to the precise quality engineering needs of technology platforms in the financial services, health services, telecom, technology, retail, media, gaming, and utilities industries. It has operations in the US, UK, India, Germany, Romania, Israel, Argentina, Mexico, Switzerland, and Portugal, and serves over 400 blue-chip customers worldwide.
• We provide industry-leading managed services that drive Quality for Quality Assurance and Testing of hardware devices, software apps and experiences as well as Ground Truth Data Services for artificial intelligence (AI) and machine learning (ML)
• Be a part of a company who strives to support for diversity and inclusion in the workplace - we are one, we are many at Qualitest. Celebrate culture, share knowledge with engineers from around the globe, and inspire each other through our differences. We have more than 40% women and around 120 different nationalities.
• Local and global opportunities - we offer you internal rotation and international mobility opportunities to grow your career.
• Clear view of your career and progression with the company - Qualitest is growing massively (since 2021 - tripled our employees base - we now have more than 8,000 engineers) and giving you the opportunity to grow with us.
• Work hard and play harder with our flexible and casual culture. Take a break from work and join an employee event, or enjoy the amenities and games provided from one of our Employees Centers.
• Never stop experimenting and learning with QCraft - our Learning & Development platform{{:}} 50,000+ courses, 300+ virtual labs, mentorship and leadership programs, professional tribes, sponsored certifications, and much more
• Earn bonuses via our Client Referral and Employee Referral Program's. Refer and earn - tap your network for net-worth.
• We recognize our employees work via our Qudos platform - You can earn bonuses and spot awards by celebrating your and your peers' achievements.
• A Competitive pay, the salary range for the role is $45K to $55K.
• Save your earnings and prepare for your future by enrolling in our 401k plan where Qualitest will match your contributions accelerating your savings plan.
• Life and disability insurance.
• Take care of your health with enrollment into one of our competitive healthcare benefit.