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Career Opportunities - Technical Support - Quality Assurance
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Essential Duties and Responsibilities include the following: (Other duties may be assigned.)
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Testing Responsibilities
- Tests software programs to compare to specifications and documentation.
- Identifies, analyzes, and documents defects, questionable functions, errors, and inconsistencies in software program functions, outputs, online screens, and content.
- Establishes benchmarks for program efficiency in operating and response times.
- Creates test cases and test data.
- Creates and executes automated test scripts using testing software programs.
- Installs, maintains, and uses testing software programs.
- Responds to inquiries from users and technical support regarding functions and operations of software programs.
- Contributes to establishment of standards and procedures for program design and testing.
- Recommends program improvements or revisions to system analysts.
- Conducts compatibility tests with other software programs, hardware, multiple operating systems, and network environments.
- Monitors program performance after implementation to prevent recurrence of program operating problems and ensure efficiency of operation.
- Documents, tracks, and communicates test plans, test results, analysis, and unresolved problems.
- Develops computer programs to test, track, and verify defects in software programs.
Technical Support
- Answers technical support questions from users escalated from technical support staff.
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
- Determines whether problem is caused by hardware or system setup such as printer or print drivers.
- Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or development staff.
- Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
- In depth knowledge of OOD/OOP is must.
- Experience programming in the following languages preferred: C++, Java, MS SQL, MFC, C#, VB, and .NET.
- Knowledge of accounting systems preferred.
Thinking Skills
- Ability to think laterally to approach testing problems from many angles.
- Ability to think visually to envision what clients see on computer screen as they describe user problems.
Language Skills
- Ability to communicate technical concepts to clients and other contacts who lack an extensive knowledge of computer systems in conversation, in presentation and in writing.
Interpersonal Skills
Must be a team player. Must be able to multi-task.
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