Help Desk QA Analyst

4 days ago

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Aviation • Climate • Cybersecurity • Digital and Marketing • Education

5001 - 10000

💰 Grant on 2023-02

Description

• Document, troubleshoot and resolve customer requests via phone, email, ticketing system • Must be able to critically analyze, triage and resolve incidents, problems and requests • Must be able to understand technical end user problems and provide clear and timely resolutions • Build and utilize decision trees to evaluate and elevate issues to internal teams • Update knowledge base to ensure procedures and known fixes are up-to-date • Ensure SLA’s are met • Work with operations teams to prepare for releases and create scripts/documentation for customer support • Gather and supply feedback from customers in a useable format to product teams • Report incidents and problems to appropriate teams and communicate effectively through product management to the customer • Assess system and product metrics on a routine basis and produce reports for management • Provide training and demos related to new processes or application features • Develop manual testing scripts, test scenarios, and test scripts • Assist other QA Engineers with functional and regression testing as needed.

Requirements

• 1+ years experience working in a customer-orientated service role as a service/help desk engineer • US Citizenship is required (required by the federal government for this position) • 1 or more years of demonstrable experience in various types of diagnoses and resolutions, troubleshooting, including front-end, regression testing on web-based or CRM applications. • Must be able to obtain Public Trust clearance • MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.