We are currently seeking an outgoing, motivated, and talented Technical Support/QA Analyst (TSA) with excellent phone/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 Unbound Medicine customers. Clients are medical professionals and students that may or may not be affiliated with a medical/nursing school or hospital.
Troubleshooting complex software mobile device installations on a number of mobile operating systems, including: iOS and Android. 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 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.
Provide internal support for offices PCs running Microsoft Windows.
- Bachelor’s Degree – preferred or equivalent work experience/certification
- Must be customer service oriented with excellent written and verbal communication skills
- Must be able to interpret, summarize, and document phone interactions
- 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
Position is based in Media, PA (outside of Philadelphia)