WineFetch · 10 hours ago
CFS Client Support & QA Specialist
United States
Full-time
Remote
Entry, Mid Level
CAD$60K/yr - CAD$80K/yrWineFetch is part of Constellation Software, a global leader in vertical market software. They are seeking a Client Support & QA Specialist to provide exceptional Tier 1 and Tier 2 support while also engaging in QA activities for their financial services software solutions.
E-CommerceMarketing AutomationRetailRetail TechnologyWine And Spirits
Responsibilities
Effectively apply knowledge to solve a range of problems and questions
Run the application in a client's database copy and reproducing the issue in a test environment
Occasionally train clients on the applicable application in a support capacity
Effectively communicate an explanation or solution to clients and to other colleagues where applicable
Resolve and diffuse demanding situations with a client by both e-mail and over the phone
Escalate a ticket to the appropriate resource or call meetings if needed to bring an issue to resolution
Function as the liaison between clients, the support team and our internal Development and QA teams
Gather and analyze information, research, and follow up on client questions and issues in a timely manner
Collaborate with Development, Professional services, or other staff to solve problems
Consider and/or develop alternate solutions when available to provide excellent customer support
Create and update all issues in the company tracking system to maintain accurate records of customer interactions
Help build and maintain knowledge base articles, FAQs, and other self-service resources
Participate in team meetings to share insights, feedback, and propose solutions
Review the user stories, acceptance criteria, design test scenarios, test cases
Create detailed, comprehensive and well-structured test plans and test cases based on new and existing requirements
Identify, submit and issue errors to development for correction, and retest once errors have been corrected. Track defects and causal analysis to closure
Create and maintain test libraries, databases, and test environments
Convert manual regression scenarios to automated test cases
Assist with software deployments and validation in QA and production environments
Identify and thoroughly document product defects
Keep track of new features/functionality added and prepare test cases to verify them
Generate clear and well-written documentation for software verification requirements, plans, procedures and reports
Provide recommendations and suggestions for structuring and improving the testing processes
Qualification
Required
Experience and knowledge within the Financial Lending sector
An understanding of the structuring of financial instruments i.e., loans, leases, financing contracts etc
An ability to understand client issues and document the issue and expected outcome from the client's perspective
Excellent analytical and troubleshooting skills
Comfortable leveraging AI tools for daily activities
Excellent oral communication skills, including the ability to speak effectively to a client or colleagues
Excellent written communication skills, including the ability to read and understand documents such as user guides and manuals
Strong mathematical skills to support calculation and validation of financial products
Ability to apply common sense understanding
Ability to work constructively in a team environment
Ability to follow instructions and respond to direction
Professional attitude to clients and colleagues
The ability to communicate in a calm and professional manner to both clients and colleagues
Prior experience in the financial sector relating to leases/loan portfolio management
Proficiency In Word and Excel is a must
University or College degree
Preferred
Prior experience as a software Tier 2 Support Desk Specialist and/or QA tester preferred but not mandatory
Experience with Cypress tool is an asset but not required
Company
WineFetch
WineFetch is an e-commerce and marketing platform for the retail wine and spirits industry
Founded in 2004
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2019-03-15Acquired
Leadership Team
Matthew R.
Chief Revenue Officer
Company data provided by crunchbase