Application
QA & Support Specialist

JOB TITLE

QA & Support Specialist

 

WHO WE ARE

Beyond the Horizon is focused on one single, clear objective: do something that matters. That’s why we devote all of our energy to developing solutions that help non-profit organizations become more efficient and effective. With improved technology, our clients reach more people, raise more money, and solve more problems – and that’s what matters. Not only do we truly understand non-profits and their missions, we understand their pain points. We understand big goals with lean budgets. We understand the outdated legacy systems that most non-profits currently use. But most importantly, we know how to make those big goals possible with Salesforce and other IT technologies to deliver solutions that are practical, high-quality, user-friendly, on time, on budget and without a hassle.

 

JOB SUMMARY

The QA & Support specialist divides their time between quality assurance on the development lifecycle and resolution of client support cases in an enterprise-level Salesforce NPSP environment. They work with solution architects, business analysts, consultants and developers to understand new features and are responsible for writing test scenarios, coordinating internal testing, preparing the client for and overseeing user acceptance testing, and reporting any issues back to the team for correction. They also work closely with the Service Desk Manager and other specialists to resolve support cases.

QA & Support specialists are intellectually curious and good problem solvers. They work well with multiple teams, interface with clients regularly, manage client expectations and escalations, are able to simplify complex concepts and communicate them to the non tech-savvy, and manage their time wisely.

 

DUTIES AND RESPONSIBILITIES

 

Support

· Resolve support cases assigned by the Service Desk Manager

· Troubleshoot and resolve Salesforce CRM issues reported by client

· Identify known issues vs. feature requests, and submit feature requests to be reviewed by client to determine whether to add to roadmap

· Adhere to service level objectives with client by responding within time periods defined by case priority level

· Coordinate with team members to resolve more complex issues, managing resources and communication with the client

· Support other team members with their cases when your subject area expertise is needed

· Manage multiple cases simultaneously

· Pursue professional development opportunities within the team to increase your subject area expertise

· Contribute to user guides and knowledge articles

 

Quality Assurance and Testing

· Write client-facing test scenarios for each requirement in a scheduled release

· Work with project manager and developers during internal testing

· Coordinate user acceptance testing (UAT) and schedule sessions with the client

· Train end user on test scripts and enable them to do UAT

· Contribute to release notes and user guides

· Become familiar with AccelQ and participate in regression testing process

 

CORE COMPETENCIES & ABILITIES

 

· Motivated by challenges

· Organizational agility and teamwork

· Client and relationship management skills

· Ability to quickly learn new technologies

· Thrives in a fast-paced environment

· Demonstrated ability to manage concurrent projects

· Self-directed, self-motivated, independent thinker

· Strong, creative problem solver

· Solid decision-making skills

· Excellent communication skills, verbal, written

· Ability to provide quality client work and deliverables

· Able to maintain timelines and meet deadlines

 

QUALIFICATIONS

 

· 2-3 years in Nonprofit administration

· Salesforce.com Admin certification required

· At least 1 year in Salesforce.com administration preferred

· Familiarity with Salesforce Nonprofit Success Pack preferred

 

EXPECTATIONS

 

· 1,800 billable and collected hours per year

· Maintenance of customer service level objectives

· Commitment to QA schedule for each release

 

BTH Technology is proud to be an equal opportunity workplace. We review applications for employment without regard to race, color, religion, sex, sexual orientation, age or any other basis prohibited by law.

** BTH Technology does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between BTH Technology and the recruitment agency or party requesting payment of a fee.

 

 

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