[Remote] CFS Client Support & QA Specialist

Note: The job is a remote job and is open to candidates in USA. WineFetch is part of Constellation Software, a global leader in vertical market software. They are seeking a Client Support & QA Specialist to provide exceptional Tier 1 and Tier 2 support while also engaging in QA activities for their financial services software solutions.

Responsibilities

• Effectively apply knowledge to solve a range of problems and questions
• Run the application in a client's database copy and reproducing the issue in a test environment
• Occasionally train clients on the applicable application in a support capacity
• Effectively communicate an explanation or solution to clients and to other colleagues where applicable
• Resolve and diffuse demanding situations with a client by both e-mail and over the phone
• Escalate a ticket to the appropriate resource or call meetings if needed to bring an issue to resolution
• Function as the liaison between clients, the support team and our internal Development and QA teams
• Gather and analyze information, research, and follow up on client questions and issues in a timely manner
• Collaborate with Development, Professional services, or other staff to solve problems
• Consider and/or develop alternate solutions when available to provide excellent customer support
• Create and update all issues in the company tracking system to maintain accurate records of customer interactions
• Help build and maintain knowledge base articles, FAQs, and other self-service resources
• Participate in team meetings to share insights, feedback, and propose solutions
• Review the user stories, acceptance criteria, design test scenarios, test cases
• Create detailed, comprehensive and well-structured test plans and test cases based on new and existing requirements
• Identify, submit and issue errors to development for correction, and retest once errors have been corrected. Track defects and causal analysis to closure
• Create and maintain test libraries, databases, and test environments
• Convert manual regression scenarios to automated test cases
• Assist with software deployments and validation in QA and production environments
• Identify and thoroughly document product defects
• Keep track of new features/functionality added and prepare test cases to verify them
• Generate clear and well-written documentation for software verification requirements, plans, procedures and reports
• Provide recommendations and suggestions for structuring and improving the testing processes

Skills

• Experience and knowledge within the Financial Lending sector
• An understanding of the structuring of financial instruments i.e., loans, leases, financing contracts etc
• An ability to understand client issues and document the issue and expected outcome from the client's perspective
• Excellent analytical and troubleshooting skills
• Comfortable leveraging AI tools for daily activities
• Excellent oral communication skills, including the ability to speak effectively to a client or colleagues
• Excellent written communication skills, including the ability to read and understand documents such as user guides and manuals
• Strong mathematical skills to support calculation and validation of financial products
• Ability to apply common sense understanding
• Ability to work constructively in a team environment
• Ability to follow instructions and respond to direction
• Professional attitude to clients and colleagues
• The ability to communicate in a calm and professional manner to both clients and colleagues
• Prior experience in the financial sector relating to leases/loan portfolio management
• Proficiency In Word and Excel is a must
• University or College degree
• Prior experience as a software Tier 2 Support Desk Specialist and/or QA tester preferred but not mandatory
• Experience with Cypress tool is an asset but not required

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