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Product Qa, Customer Support Lead
Company | Brado |
Address | St Louis, MO, United States |
Employment type | FULL_TIME |
Salary | |
Category | Marketing Services |
Expires | 2023-12-20 |
Posted at | 10 months ago |
Description
- Work with the product team to identify areas of improvement for the product based on customer feedback.
- Improve product and customer feedback workflows and contact forms.
- Ensure timely resolution of customer issues, working closely with the development and product teams as necessary.
- Develop and maintain customer support documentation and knowledge base.
- Collaborate with other teams, including development and product, to ensure customer needs are being met.
- Create technical and product documentation.
- Quality test platform while creating automation scripts and tracking metrics.
- Respond to and triage incoming customer support requests.
- Responsible for identifying bugs, issues, defects, or mistakes in demo and production environments.
- Continuously monitor customer support metrics and identify areas for improvement.
- At least 2+ years of experience in quality testing products, creating automation test scripts, and creating/tracking metrics.
- At least 2+ years of experience in Zendesk, Monday.com, Salesforce, and Jira.
- At least 2+ years experience in quality assurance and customer support services, preferably in a software or SaaS company.
- Strong leadership and management skills.
- Familiarity with customer support tools and processes.
- Ability to work in a fast-paced, dynamic environment.
- Bachelor's degree in Business, Cognitive Science, Computer Science, or a related field.
- At least 2+ years of experience in creating Customer Support contact forms and workflows.
- Excellent written and verbal communication skills.
- At least 2+ years of writing internal and customer-facing technical and product documentation.
- Work From Home
- Short Term & Long Term Disability
- Health Care Plan (Medical, Dental & Vision)
- Family Leave (Maternity, Paternity)
- Retirement Plan (401k, IRA)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Growth incentive bonus eligible
- Life Insurance (Basic, Voluntary & AD&D)
- Training & Development
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