Client Support & QA Specialist

(Remote Canada)

Overview:

Andromeda is an operating group within Constellation Software, a global leader in acquiring and building vertical market software companies. Constellation Financial Software is one of the business units under Andromeda, focused on developing and supporting specialized software solutions for financial services customers. CFS is seeking a Client Support & QA Specialist to join our dynamic Support team.

The ideal candidate will be able to provide exceptional Tier 1 and Tier 2 support using the necessary company tools to assist with handling client support issues. Responsibilities include processing client tickets, emails, and occasional calls, including responding, researching, troubleshooting, and resolving client support issues in a timely manner.

You should be able to work independently and recommend solutions or enhancements or process changes that will reduce the level of client support. QA activity will focus on testing of our ASSET product releases and data fix patches where needed.  Responsibilities will be divided approximately 65% Support activity and 35% QA.

Job Responsibilities:

Support:

• 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.

QA:

• 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

Competencies:

• 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.

Qualifications:

• Prior experience in the financial sector relating to leases/loan portfolio management.

• Prior experience as a software Tier 2 Support Desk Specialist and/or QA tester preferred but not mandatory.

• Proficiency In Word and Excel is a must.

• University or College degree.

• Experience with Cypress tool is an asset but not required.

This role is offering a base salary range of $60,000–$80,000 CAD.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at [email protected].

 

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