Be part of a fun, energetic team, focused on building professional medical software in lovely Media, PA. We are currently seeking an outgoing, motivated, and talented Technical Support / QA Analyst (TSA) with excellent communication and customer service skills. In this position you will be able to expand your existing skills and be exposed to the computer software, publishing, and medical industry.
Your responsibilities will include, but are not limited to: diagnosing, reproducing, and documenting any reported issues and assisting customers in overcoming those issues. You may also be asked to perform internal support duties as needed. As a QA Analyst, your responsibilities will include evaluation and testing of new or modified software programs, to think critically about how consumers will interact with the software and to apply those thoughts to finding bugs, listing action items, and opening avenues of discussion.
Manage resolution of technical issues for users of products based on the Unbound Platform, including iOS, Android, and Web interfaces. Clients are medical professionals, Medical and Nursing students, and their institutions.
Provide 2nd Level support to Technical Support professionals that act on behalf of companies whose products run on the Unbound Platform.
Troubleshoot issues related to the installation or use of our iOS, Android, and Web apps. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality, mobile platform knowledge, and Browser/Web functionality.
Provide responsive customer service, including communication by phone and email. The TSA will act as an advocate for customers, communicating on behalf of the customer to internal departments and software distributors. The TSA will be expected to analyze any trends and provide alerts to management if an area of risk is identified.
Effectively prioritize and manage resolution of every support request and document the support exchange within our Customer Management System.
- Bachelor’s Degree – preferred or equivalent work experience/certification
- Must be very customer service oriented with excellent written and verbal communication skills
- Must be able to interpret, summarize, and document phone interaction
- Possess strong technical knowledge; mobile or smartphone experience is helpful but not required
- Ability to research and resolve problems using a variety of resources and tools
This position is based in Media, PA (outside of Philadelphia).