Technical Support And Quality Assurance Specialist

Help Cell-Ed make a difference in the lives of 1,000s of adults

Opportunity

As a Technical Support & QA Specialist, you will be a critical member of the fast-growing Cell-Ed team, connecting vulnerable populations to the skills, information, and resources needed to improve their lives. Cell-Ed offers on-the-go learning and live coaching on any mobile device (including basic phones). No Internet or smart phone required!

We are looking for go-getters who are comfortable rolling up their sleeves to get things done. Come as you are! We are seeking talented humans from all walks of life who support our mission to serve our learners in a safe and emoji-filled remote work environment.

The Tech Specialist will be comfortable supporting cross-functional teams while working in a fast-paced environment. This position works with all levels of the organization to ensure support tickets are prioritized and completed in a timely manner, in support of the Trust Security Team, actively involved in testing and documenting application quality assurance and providing assistance in creating reports and scripting for pulling data. This role wears many different hats as it supports a variety of functions!

Location

This role is 100% remote with the flexibility to work anywhere in the U.S. All roles require access to a computer and Internet.

Responsibilities

• Imagine potential problems and test products accordingly
• Foster a culture that promotes information security as an integral part of IT architecture and business processes
• Maintain awareness and compliance of security measures, policies, methods, and procedures that safeguard the integrity of and access to Cell-Ed's systems, files, and firm data
• Other duties as assigned
• Assist the Director of Privacy & Security with general office duties including ad hoc research, data entry, and organizing documents
• Support the Cell-Ed team in understanding and leveraging our technology systems including initial training, up-training and how-tos
• Work patiently with team members to understand and resolve problems
• Review and test products regularly and effectively to ensure that they meets quality and regulatory requirements
• Manage and triage incoming support tickets daily by providing regular written or verbal follow-ups with team members, maintaining clearly written and comprehensive ticket work notes, and resolving tickets in a timely manner
• Plan and conduct manual tests for new features and bug fixes, ensuring products meet quality standards

Skills, Experience & Qualifications

1 - 2 years of experience:

• Creating documentation to support the team
• Using technology and supporting non-tech people with their tech issues.
• Completing support tickets with competing priorities
• Understanding non-tech people's challenges with technology and meeting them where they are
• A tech guru in their family and friend circles (I have an issue with my device >>> I come to you with my questions!)

Preferred:

• Working remotely in a start-up or small business environment
• Familiarity with scripting languages like SQL, Python, PowerShell, or Bash. Knowledge of database connectivity methods and APIs (ODBC, JDBC) is advantageous. Understanding of basic networking concepts is a plus.
• Lived and/or professional experience with vulnerable adult populations strongly preferred
• Bilingual preferred
• Associate’s or Bachelor’s Degree in Computer Science or related field

Proven experience:

• Willingness to learn new technology platforms and systems, as needed
• Strong written and verbal communication skills

Compensation & Benefits

The hourly pay range for this position is $26.44 - $36.06. Cell-Ed offers a robust benefits package including health insurance, 401(k) with company match, 10 paid holidays plus our annual Cell-Ed paid R&R week from Christmas Eve through New Year’s Day, 25 PTO days, an annual equipment reimbursement allotment, and growth opportunities. Our team is deeply passionate about our mission, works collaboratively, celebrates wins (personal and professional) & has FUN!

Reporting

The role is a full-time permanent position. This position reports to the Director of Information Security and Technology. This position has 0 direct reports.

Cell-Ed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Cell-Ed is committed to promoting a diverse and inclusive work environment and welcomes people of all backgrounds to apply!