Job Description

SUPPORT SPECIALIST/QA ANALYST

LOCATION: BEVERLY HILLS, CA. 90210

DURATION: 4-6+ MONTHS CONTRACT (MIGHT GO PERM EVENTUALLY)

ROLE/RESPONSIBILITIES

We are looking for an experienced Support Analyst to join our team to support end-users in resolving technical application problems. The responsibilities of a Support Analyst include responding to technical queries and issues, resolving problems in a timely manner, and providing quality assurance support on application releases. To be successful as a Support Analyst, you should be able to provide exceptional customer service and perform user administrative responsibilities efficiently. Ultimately, a good Support Analyst should be able to display excellent problem-solving skills and a solid knowledge of IT solutions.They will be reaching out to help customers via phone calls and email to help troubleshoot basic problems. As a support analyst this person should have experience in software quality assurance.This role should be able to be test in terms of functionality, performance, reliability, stability and compatibility with other legacy- and / or external systems.The ideal candidates are inquisitive, innovative, versed in the ins and outs of software quality assurance, and able to work in a fast paced, high stress environment. ESSENTIAL DUTIES/RESPONSIBILITIES BUT NOT LIMITED TO:

• Responsible for responding to Tier 1 application support tickets.

• Resolve end user application issues

• Performing analysis of root causes.

• Performing user administrative tasks within the application.

• Oversee support ticket escalations to business and technical teams.

• Perform troubleshooting activities and ensure that application updates do not cause unforeseen problems elsewhere within the applications

• Collaborate with cross-functional teams and stakeholders to resolve issues.

• Developing knowledge base articles for reoccurring problems.

• Developing recommendations for procedures to prevent problems.

• Apply softwareQAmethodology in the testing ofSalesforce solutions and custom developmentapplications.

• Validate that user expectations are achieved during the testing process.

• Review user requirements documents to ensure that requirements are testable.

• Create test cases and test plans for supported applications.

• Ensure all test data is recorded in Test Management Tools such as Zephyr and Jira.

KNOWLEDGE/SKILLS:

• Degree in a technical field or equivalent professionalexperience.
• Customer service experience either internally to an organization or externally.
• Excellent technical and computer skills.
• Excellent problem-solving skills.
• Excellent written and verbal communication skills
• Detail and deadline oriented
• Strong organization skills
• Good work ethic
• Knowledge of Zendesk, Jira, Zephyr and Salesforce a plus.

Additional Information

All your information will be kept confidential according to EEO guidelines.