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Leap Metrics · 4 weeks ago

Software Quality Assurance Engineer

DFW Metroplex

Full-time

Hybrid

Mid Level

3+ years exp

Leap Metrics is a healthcare analytics and care management software company dedicated to improving health outcomes. The Healthcare Software Quality Assurance Engineer will manage processes to enhance the Sevida platform, providing technical support and ensuring quality assurance on product releases.

AnalyticsDatabaseMachine LearningSoftware

No H1B

Hiring Manager

Srini Gorty

Responsibilities

Consult with customers to handle inquiries and troubleshoot technical issues with Leap Metrics Sevida platform

Monitor Help Desk tickets and respond to customer issues and questions promptly, with a customer service mindset

Duplicate customer-reported issues and log issue details

Create tickets in the internal issue tracking system for the engineering team

Conduct technical platform research for customers and respond via phone/Zoom, email, and our internal client support system

Accurately document and update customer records based on interactions

Develop and maintain a knowledge base of the evolving products and services

Create training videos for new product features

Train customers on the Sevida platform

Assist in testing Sevida solutions

Conduct quality assurance on product releases

Participate in product planning meetings

Meet targets set for response time, resolution time, and customer satisfaction

Qualification

SaaS customer serviceHealthcare IT systemsUser Acceptance TestingRegression TestingSQL databasesCustomer support toolsHealthcare complianceTechnical troubleshootingVerbal communicationWritten communicationCritical thinkingProblem solving

Required

Bachelor's Degree, technical support, and technical troubleshooting experience

Demonstrable 3+ years of previous experience in SaaS customer service

Superior verbal and written (documentation) communication skills; ability to clearly communicate with internal team members and customers alike

Proven ability to learn new technology quickly and effectively

Ability to work on multiple client projects/products and technologies concurrently

Experience working with teams distributed globally

Self-starter with highly developed critical thinking skills and a demonstrated ability to think creatively and practically when troubleshooting and resolving issues

Operates with a sense of urgency and is comfortable working in a fast-paced environment

A proactive problem solver with the ability to manage multiple tasks and priorities

A team player who can work collaboratively across functions while maintaining a customer-first approach

Ability to travel as needed (less than 10%)

US work authorization required (visa sponsorship not available)