We’re looking for IT Helpdesk Technicians / QA Tester to work for an established Automotive Marketing Solutions Client! We are looking for a driven self-starter with relevant experience and interest in learning and advancing in their career. As part of a growing company and team, the role requires strong leadership and forward thinking in order to deliver valuable solutions to automotive channel. We offer a comfortable, friendly work environment with many perks.  We also offer competitive benefits packages.

Responsibilities:

To provide excellent customer service and QA testing for a fast paced multitasking software provider that supports automotive dealership loyalty products across the US.  

HELP DESK MAJOR RESPONSIBILITIES/ACCOUNTABILITIES:

• Manage multiple demanding issues at once, prioritizing and executing tasks
• Apply call handling processes consistently
• Excellent written and oral communication skills
• Attention to detail
• Technically advanced with great problem solving skills
• Establish a quality working relationship with a variety of customers
• Follow defined standards to resolve specific set of problems
• Follow defined standards to collect and follow-up on escalated issues
• Research and resolve caller inquiries by utilizing established procedures, training manuals, accessing on-line applications, or interacting with internal and external support groups
• Troubleshoot and resolve software and communications issues by interacting with application end users, application engineers, system engineers and hardware / software vendors
• Meet individual metrics for Service Level Support
• Identify and suggest process improvements as they arise
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements

KNOWLEDGE/SKILLS/ABILITIES:

• 1+ years of Helpdesk support experience is preferred
• Provide excellent service level customer service
• Respond to all chats, emails and phone calls consistently
• Enter all relevant data from customer contact channels into tracking system
• Assist with troubleshooting and resolution of all tickets that can be processed from start to finish by First Level Support as defined by management
• Great interpersonal skills; superior customer service skills; excellent multi-channel communication skills
• Works well under pressure with limited supervision while consistently displaying a professional demeanor
• Ability to follow processes and escalate issues consistently
• Experience running client meetings for gathering requirements, managing projects, collaborating on solutions and resolving issues
• Excellent teamwork skills
• Ability to work with and interact with other departments throughout the organization
• Experience in Auto Industry is a plus

QA TESTER ROLES AND QUALIFICATIONS:

• Execute test plans/cases and report on results
• Communicate testing results in conjunction with test plans. Represent defects into the development process
• Identify and analyze defects/test results and be able to deduct the chain of events leading to a failure
• Help develop, document, and implement applicable QA processes and procedures to provide more effective quality methods within the group in support of providing quality products. 
• Create, implement, maintain, and enhance test plans, test scripts, and test methodologies that ensure exhaustive testing of all assigned products
• Develop software quality test plans and test cases, and lead in setting and maintaining the standards for Software Quality Assurance test documentation 
• Collaborate with Product Manager, Scrum Product Owner, stakeholders, and development teams in order to help refine the Product Backlog by way of User Stories. This person will their expertise to help elaborate User Stories and ensure proper and complete acceptance criteria 
• Collaborate with developers to improve overall product quality by emphasizing defect prevention throughout the development process
• Identify areas for test improvement through analysis, experience and use of metrics. 
• Participate in daily scrum activities 
• Experience in context-based, exploratory, or scenario testing (Agile Testing)
• Knowledge of and desire to work in an Agile development environment (preferably Scrum)
• Experience collaborating on some level with programmers and business experts
• Ability to work as part of a self-directed team, in which you determine your tasks on a daily basis in coordination with co-workers, rather than waiting for work to be assigned to you
• Excellent verbal and written communication skills required
• Creative problem solving skills and ability to effectively communicate and translate feedback, needs and solutions
• Strong teamwork orientation and the ability to foster collaboration within and across teams
• Solid work ethic and strong sense of ownership of end result
• Experience with ExperiTest SeeTest a plus
• Experience writing simple SQL queries and insert/update statements, and basic grasp of Oracle or another relational database a plus
• Experience with scripting languages (Perl, Ruby, Python, Jython, Groovy, Tcl), and/or open source test tools (Fit, FitNesse, Canoo WebTest, HtmlUnit or others), and/or commercial test tool scripting languages, and/or programming in any language a plus