Zyxware Technologies · 2 hours ago

Manual Tester & Customer Support Specialist

DC-Baltimore Area

Full-time

Remote

Entry Level

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Hiring Manager

Anosh Kumar

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Responsibilities

Develop and execute detailed manual test cases for Drupal-based websites, applications, and modules.

Create test cases for Appian workflows and applications, focusing on both functionality and integrations.

Collaborate with project managers, developers, and business analysts to ensure complete test coverage based on functional specifications.

Perform manual testing of new features, bug fixes, and updates for both Drupal and Appian applications.

Conduct a variety of tests including functional, regression, integration, and UAT (User Acceptance Testing) on both platforms.

Ensure comprehensive testing of web applications across different browsers and devices, checking for usability, performance, and compatibility.

Identify, report, and document defects using JIRA and ensure they are prioritized and tracked through to resolution.

Re-test resolved defects and ensure fixes meet quality standards.

Work closely with the development team to provide feedback on issues and improvements.

Provide regular status updates on testing progress, including the number of tests passed, failed, and in progress.

Participate in sprint planning meetings and review the status of ongoing testing efforts.

Provide first-line customer support via email, phone, or chat, addressing customer inquiries related to Drupal and Appian applications.

Troubleshoot and resolve technical issues reported by customers in a timely and professional manner.

Escalate complex issues to the development or technical team as necessary.

Use ServiceNow to log, manage, and track customer support cases from initiation through to resolution.

Maintain a high level of professionalism when interacting with customers, ensuring satisfaction with the resolution process.

Provide follow-up support and check-in with customers to ensure issues have been resolved effectively.

Collect feedback from customers regarding product functionality, usability, and potential improvements.

Document and communicate common issues or feature requests to the product development team for future enhancements.

Create and update support documentation, including FAQs, troubleshooting guides, and user manuals to assist customers.

Share insights from customer interactions with the team to improve product quality and user experience.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Manual TestingDrupalAppianJIRAServiceNowFunctional TestingRegression TestingIntegration TestingUser Acceptance TestingCustomer SupportTechnical TroubleshootingDocumentation