QA & Customer Support Specialist at Vome | Torre
QA & Customer Support Specialist
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Vome

QA & Customer Support Specialist

Vome
Posted by
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Emma
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Full-time

Legal agreement: Contractor

Currency exchange and payroll taxes to be paid by:

Depends on the location of the candidate

Compensation
CAD3.6k - 5k/month
~USD2.53k - 3.52k/month
Negotiable
location_on
Remote (specific timezone)
public
GMT-09:00 to GMT-01:00
Posted 7 months ago

Responsibilities

The QA & Support Analyst is the first line of contact between Vome Volunteer’s users and its engineering team. Reporting to the Head of Engineering & Support, you own the full lifecycle of incoming support tickets. Responsibilities: - Triaging and categorizing every request before anyone else touches it. - Resolving how-to and Q&A tickets independently. - Managing French-language communications without escalation. - Reproducing potential issues step by step. - Determining whether issues represent a genuine platform bug or a user error. - Writing structured, actionable bug reports, complete with reproduction steps, screenshots, and expected versus actual behavior, before anything reaches the engineering team. - Assisting with pre-production testing when new features are released. - Maintaining a living FAQ built from recurring ticket patterns. - Keeping users informed throughout the lifecycle of their request.
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