The Customer Support & Quality Assurance (QA) Lead is a tech-savvy role to support our customers and advocate for them within Page Vault.
This position responds to all inbound customer requests in a friendly, professional, and competent manner: questions on how our products work, advice on how to accomplish specific goals with our software, devising work-arounds for any tech problems, identifying new features that are needed, requests for training, etc.
You will also share insights from customer interactions with our business and tech teams to prioritize what new features should be developed.
For QA, all new software updates will be tested from a customer’s perspective (prior to public release, using the updated software exactly as a client would) to ensure the technology works and that the user interfaces are intuitive.
You will also use Page Vault’s proprietary software to capture websites and social media profiles that are requested by clients, and ensure the outputs are correct and delivered on time.
This role requires a unique blend of “soft skills” when interacting with customers, along with technical competence to understand and explain our internet-enabled software solutions.
While a technical degree is not required, the person taking this role must effectively communicate with people along a broad spectrum of tech sophistication, from novice to expert.
In short, you should have strong people skills and also be comfortable with tech concepts.
This full-time position is based out of Page Vault’s home office, located in Chicago’s active West Loop District (with nearby Metra, L, and bus stops and numerous restaurants).
You will primarily work in the main office with our full team, and this role provides the opportunity to interact with virtually every aspect of the business: Sales, Operations, Tech Development, Marketing, and the broader Customer Success team.
It is a unique chance to participate in a high-tech startup venture and gain exposure to a variety of operational and strategic areas.
This is an entry-level to mid-level role.
You will report to the senior management team, and you will be a frequent liaison between our business team, our tech team, and our customers.
Guidance and feedback will be provided to ensure success, but a self-starter mentality is essential for this role.
Benefits are also available, including medical, dental, vision, and 401(k).
Possible work deliverables are listed below; specific business goals will be established with the senior management team.
Customer Support: Respond to all inbound customer requests and questions – provide diligent, friendly responses via email and phone.Demonstrate empathy for our customers – understand their perspective/where they are coming from, and be their advocate within Page Vault to drive software fixes and new feature development.
Learn how our software systems work in order to provide expert-level insights to customers.
Run training sessions for new clients using web-conferencing software such as join.me or Zoom.
Debug and troubleshoot customer issues – use creative problem solving to provide answers to customers without unnecessarily distracting the tech team.
Provide feedback to the business team on frequent or high-impact issues – help guide new feature development based on interactions with customers Develop an archive of support materials to share with clients: common email responses, support videos, instructional documents with screen-shots, etc.
Quality Assurance & Ops Support: Test all new software feature releases, from a customer’s perspective, prior to public launch.
Interact with new features to ensure they work intuitively, and also test core/existing functionality to ensure previous capabilities were not compromised in the new release.
Develop test cases/test suites – prior to release, determine what key functionality to test, and how, for upcoming new features and products.
Use these test cases to ensure that new features are fully exercised and that existing features are also verified (regression testing).
Provide prompt and clear feedback to the tech team on any issues that are uncovered during QA testing.
Run website “crawls”, using Page Vault’s proprietary technology, to uncover all webpages within a requested website – these crawls are used to capture all pages within a website when requested by customers.
Run captures of webpages, using Page Vault’s proprietary capture technology, as required by the Sales team – these captures are provided to our clients who request On Demand projects.
Requirements The ideal candidate prefers working in a small company and is a self-driven individual.
The candidate is also hands-on and a tenacious problem-solver with a strong work ethic, sense of urgency, and desire to coordinate a breadth of responsibilities.
We are seeking an individual who matches the following requirements: Exceptional time-management and organizational skills A friendly, professional demeanor in both verbal and written communications A great balance of creativity, flexibility, and desire to learn Tech-savvy – comfortable with computers, internet terminology, web-conferencing/screen-share programs, Google Sheets and Docs, Microsoft Excel, Word & PowerPoint, and Gmail templates Passion for technology and a genuine interest in learning about web-based content and digital forensics Bachelor’s degree or equivalent background If you’re interested in joining us, please send your resume to infopage-vault.com