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Health Enterprise SaaS Solution

Support Analyst - Customer and Quality

$45k – $55k
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Time Study is seeking a dynamic support analyst to join our team. A successful candidate will have experience in customer and quality support functions like Help Desk operations, software end-user support, QA testing, building manual and automated test scripts and testing software. Candidate must also possess excellent problem-solving skills, have strong organization and time-management skills, a solutions-oriented attitude, and the ability to work independently as well as a valued team member.
This position offers the opportunity for increased responsibilities and growth potential working in a dynamic tech startup with offices in New York City and Newark.
This position is a full-time position, Monday-Friday during our regular business hours (9 am-5 pm ET) and is based in our Newark office.
Job Type: Full-time
Job Location: Newark

Examples of what you’ll be doing:

Customer Support

Develop a thorough understanding of Time Study’s products and offerings.
Take ownership of support tickets, received via phone request, voicemail, email or via help desk system, and be responsible for funneling them through all process stages until a resolution has been reached.
Answer customer inquiries received via phone and service desk.
Assist with completing tasks such as updating security & access controls, adding/removing accounts, updating software guides and knowledge bases, etc.
Analyze tickets to determine the best course of action including documenting all tickets in the Help Desk system for accurate tracking of service levels and other KPI.
Escalate Tier II and Tier III tickets and accurately document and communicate the client’s needs to the engineering team.

Quality Support

Develop automated test framework for front-end and back-end application layers
Document and build functional test plans
Build and maintain standardized, automated regression tests
Organize and record detailed test results
Log detailed and accurate defect reports and track defects to resolution

Qualifications:

Professional:
1 - 3 years experience in a customer and/or QA support role
Deep understanding of QA principles, methodologies, and practices
Experience with formal testing processes
Experience with writing manual and automation test cases and test scenarios
Experience of testing desktop and mobile applications
Ability to explain IT concepts to all levels of end-users
Knowledge of scripting language

Personal Attributes:
Strong interpersonal and relationship-building skills
Excellent written and verbal communication skills
Excellent organization skills and ability to prioritize workload
Self-starter yet knows when to ask for help and works great in a team
Thrives in a dynamic and high-pressured environment
Critical thinker with a “Passion for Automation”
Quick learner who strives to simultaneously achieve high-velocity and high-quality output
Proven troubleshooting and problem-solving skill

Performance Measures:

Client Satisfaction scores
Successful help desk ticket resolution (% of reopens)
% of tickets meeting our service levels
Ticket triage accuracy
# Active Defects per release
# of test cases authored and executed
Ratio of bugs being reported to bugs being fixed (quality bugs over ‘invalid’ bugs)
# of bugs found in staging vs. production

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