Product Specialist and Quality Assurance Engineer

JOB SUMMARY / DESCRIPTION

The Product Specialist and Quality Assurance Engineer is charged with daily communication, troubleshooting, and resolution of customer issues. They are to own the product quality and advocate for customers daily. They will be an expert in the product and learn the ins and outs of the application's workings to provide resolutions to customers and identify and report anomalies and necessary improvements to the Product Owner and development team.

RESPONSIBILITIES

• Provide excellent technical support to customers by providing the fastest possible resolution while maintaining empathy, courtesy, and professionalism.
• Provide troubleshooting and root cause analysis services to ECRS customers.
• Discerning whether customer issues lie within the software, configuration, or the products themselves.
• Monitor services queue to report software inefficiency and trends.
• Work closely with Team Leads, Development, Sales, and other teams to ensure that we are delivering overall superior products and support to our customers.
• Provide identification, prioritization, and resolution of customers' technical support issues.
• Creating and executing test plans and detailed test scripts, which also includes setting up a test environment and creating appropriate test data.
• Identifying, reviewing, and executing manual and automated tests for multiple software builds within scheduled releases.
• Defining quality processes and test standards, including test strategy, test planning, documentation, analysis, and issue reporting.
• Documenting and reviewing defects/issues and recording them in the designated tracking system and keeping the scrum team informed.

QUALIFICATIONS

• 1 years' experience with technical help desk procedure, customer service, retail operators.
• Ability and willingness to learn, use, and troubleshoot retail software and related hardware.
• Strong customer service skills - written, telephone and personal communication skills.
• Intermediate to advanced knowledge in PC hardware, Windows, and Linux operating systems.
• Technical aptitude and a willingness for ongoing learning.
• Basic understanding of a retail environment & operations.
• Basic understanding of accounting principles.
• Basic understanding of relational databases, Unix OS, and web applications preferred.

ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS:

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.

We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.