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Technical Support & QA Specialist

Castle Rock, CO · Information Technology
We’re growing and are looking for talented and passionate people to join our team. The Technical Support and QA Specialist will be responsible for ensuring that our internal and external users have an exceptional experience using our product.

What you will be doing:
Answering emails from our customers and vendors in order to help them best utilize and understand our service offering. Acting as the customer advocate with the marketing, product, and sales teams ensuring that her concerns are incorporated into all aspects of the product.

You will be Working as part of our QA team validating upcoming product releases to ensure that product requirements are met and users have a bug-free experience.

Understanding and addressing our customers and vendors’ inquiries about our product. Converting frustrated users into evangelists through outstanding customer service and ensuring that their voice is heard within the company. Note that only very minimal phone support is required, though email, chat, and other digital support is provided to our users.

Providing internal email, phone, and desktop support to our sales reps on the usage of our custom CMS and invoicing systems.

Manage and maintain our Zendesk knowledge base ensuring that customers and vendors have a comprehensive resource for self-help (also minimizing inquiries on routine items). Know when to solicit help and input from legal, marketing, sales, and technical teams.

Work closely with our QA team to assist with product verification, find defects and ensure that upcoming product releases meet our acceptance criteria.

Collaborates closely with product and marketing to ensure that the brides’ and vendors’ voices are heard and incorporated into product decisions.

What you MUST have:
Solid understanding of the web, browsers, PCs, HTML, etc. Passionate about customer service and an ability to infect others with their service-oriented attitude. Superior customer service skills with the ability to clearly communicate with users via email and chat in a non-technical manner. Strong organizational skills with the ability to multi-task and keep track of all open issues. Professional communication skills, both written and oral."

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