Associate Tester Support & Data Specialist
- Applause
- 1 - 4 years
- Hyderabad
- 14 days ago
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Job Description
- Triage Service Now tickets: Analyze submitted tickets from community members regarding platform functionality, payment inquiries, and technical challenges.
- Prioritize and escalate tickets: Categorize tickets based on urgency and impact, escalating complex issues to the appropriate internal teams when needed.
- Champion best practices: Ensure consistent and efficient resolution of support requests by adhering to internal guidelines and procedures.
- Support Data standardization initiatives and build-out of reporting to drive key business insights
- Recommend improvements: Analyze trends and identify areas for optimization within the support process, proposing valuable enhancements to benefit both testers and the platform.
- Bridge the gap: Respond to uTest community members within 48 business hours, providing clear and empathetic communication in English.
- Technical wizard: Assist testers with basic technical troubleshooting steps for platform-related issues.
- Confidentiality is key: Handle sensitive tester information with discretion and professionalism, adhering to strict data privacy regulations.
- Other duties as assigned.
- Have excellent communication skills, both written and verbal, with a knack for crafting clear and concise responses.
- Possess a strong analytical mind and are adept at problem-solving, prioritizing tasks, and navigating complex situations.
- Thrive in a dynamic environment and can adapt to changing priorities and deadlines with a smile.
- Are a natural collaborator and possess the ability to build strong relationships with internal and external stakeholders.
- Exhibit exemplary attention to detail and a commitment to accuracy in all your work.
- Are proficient in English, able to communicate effectively with a global audience.
- Have a basic understanding of technical concepts and experience troubleshooting software-related issues is a plus.
- Are proactive in identifying and solving problems before they escalate.
- You thrive on interacting with people while being dedicated to providing exceptional support and ensuring positive experiences.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QA
Role Category: Software Development
Role: Software Development - Other
Employement Type: Full time
Contact Details:
Company: ApplauseLocation(s): Hyderabad
Keyskills: communication skills written excellent verbal and written communication skills written communication writing leadership skills leadership presentation skills content writing troubleshooting problem solving reporting communication skills
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Applause
Applause is the world leader in testing and digital quality. Brands today win or lose customers through digital interactions, and Applause alone can deliver authentic feedback on the quality of digital assets and experiences, provided by real users in real-world settings.
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