Quality & Support Specialist at Instaleap | Torre

Quality & Support Specialist

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Full-time

Legal agreement: Employment

Compensation
COP4M - 6M/month
~USD1.09K - 1.64K/month
Non-negotiable
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Remote (anywhere)
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Posted over 6 years ago

Requirements and responsibilities


Ensure Product Quality · Perform functional testing for key features of the product · Support Product Team in the development of new functionalities, providing them with client input and product usage experience · Perform lessons learned from clients and ensure ongoing improvement on product · Work closely with engineers to build and scale a secure product · Set up incident response plans and escalation matrix together with the Development team · Create automated tools to diagnose or prevent frequent issues Client technical support · Troubleshoot and perform problem-solving on our delicate/complex client systems' set up. · Triage reported issues - not only looking at criticality but also incorrect product usage, bugs or new feature requests. · Collaborate with other teams to tackle any customers' issues · Ensure clients are up-to-date with the latest issues status and manage their expectations · Manage support tickets within SLA's · Foresee future product issues and mitigate them . Ensure traceability and accountability on all processes to achieve exceptional support quality
Optionally, you can add more information later (benefits, pre-screening questions, etc.)
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