QA Tester/Support Analyst

Full Time Warwickshire IT Job Pro UK

Work with cross-functional teams to ensure quality throughout the product lifecycle

* Scope, log and process each customer ticket carrying out fault diagnostics and advanced technical support to provide effective ticket resolution

* Have an advanced knowledge of software systems including an understanding of financial and operational information / data sets and structure

* Where a ticket cannot be resolved with 2nd line, ensure that this is assigned to the correct resolution stream with clear, concise and detailed information recorded on the ticket

* Liaise directly with clients to gather detail and understand queries or issues reported with a view to resolving within strict SLA's

* Conduct manual and automated testing

* Actively find and report on bugs as well as executing test cases

* Providing first line support where necessary including periods of sickness/holiday absence

* Assist in managing and facilitating projects where 3rd party integrations are required

* Proactively carry out call management in priority order to ensure we are adhering to SLA's as well as managing customer expectations to reduce escalation and ensure customer satisfaction

* Work with the development team to communicate and replicate all issues or bugs reported

* System testing bug fixes and new feature development requests to ensure they meet the specified requirements by performing different testing techniques including functional, system, performance and regression testing both for portal and mobile app environments

* Internal hardware and software support including liaising with 3rd party suppliers to report and facilitate resolution of issues

* Out of hours support for business critical issues / outages on a rota basis

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