Technical Support/Quality Assurance Specialist

As a Technical Support/Quality Assurance Specialist at Wine Owners, you will play a crucial role in maintaining the quality and reliability of our software products while also providing top-notch technical support to our valued customers. This position requires a blend of technical expertise, problem-solving abilities, and exceptional communication skills to ensure customer satisfaction and product excellence.
Key Responsibilities:1. Technical Support:Respond to customer inquiries and technical issues promptly and professionally via email, chat, or phone.Diagnose and troubleshoot software-related problems, guiding customers through solutions.Document and track customer interactions and resolutions using a CRM system.Collaborate with cross-functional teams to resolve complex technical issues efficiently.
2. Quality Assurance:Develop and execute comprehensive test plans to ensure the quality and reliability of our software products.Identify and document software defects, tracking issues through resolution.Perform regression testing to validate bug fixes and new features.Collaborate with development teams to reproduce and resolve issues effectively.
3. Product Knowledge:Maintain an in-depth understanding of Wine Owner’s products and services.Stay up-to-date with industry trends, best practices, and emerging technologies to provide informed support and testing.
4. Customer Education:Create user guides, knowledge base articles, and FAQs to assist customers in self-service problem resolution.Conduct webinars or training sessions for customers to maximise their product usage.
5. Reporting and Analysis:Generate reports on support ticket trends, bug tracking, and product quality.Provide insights and recommendations to improve product functionality and customer experience.
Core Skills: SQL, HTML, CSS, CMS, Troubleshooting
Other Skills:
Seniority: Mid, Junior
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