Customer Support

We are seeking a highly skilled and detail-oriented QA Engineer to join our team. As a QA Engineer, you will be responsible for ensuring the quality and reliability of our software products. You will work closely with our development team to identify and fix any bugs or issues and ensure that our software meets the highest standards of quality.

The ideal candidate for this role has a strong background in software development and testing, with experience in QA methodologies and tools. You should have excellent analytical and problem-solving skills, as well as a keen attention to detail. The ability to work both independently and collaboratively is also essential, as you will be responsible for testing and documenting software features, as well as working with cross-functional teams to resolve any issues.

●     Collaborate with the development team to understand software requirements and design test cases

●     Conduct functional, regression, and performance testing on software applications

●     Identify and document bugs and issues, and work with the development team to resolve them

●     Develop and maintain test cases, test scripts, and other QA related documentation

●     Execute test cases and analyze test results to identify trends and areas for improvement

●     Use automated testing tools to streamline the testing process and improve efficiency

●     Participate in code reviews to ensure that code is written with testability in mind

●     Assist in the creation and maintenance of testing environments and test data

●     Identify opportunities for process and quality improvements and propose solutions

●     Stay up-to-date with industry best practices and trends in software testing and quality assurance

Must have:

●     Proven work experience as a QA Engineer or similar role

●     Strong knowledge of software development and QA methodologies

●     Experience with test management and bug tracking tools

●     Familiarity with automated testing tools and frameworks

●     Excellent analytical and problem-solving skills

●     Strong attention to detail

●     Ability to work both independently and collaboratively

●     Excellent communication skills, both written and verbal

●     Strong organizational and time management skills

●     Software Development Life Cycle (SDLC)

SOFT skill

1. Effective Troubleshooting: Proficiency in resolving issues.
2. Understanding User Needs and Business Goals: Empathy towards end-users and a grasp of business strategies.
3. Flexibility: The capability to adapt.
4. Negotiation and Facilitation Skills: Competence in leading meetings and striking agreements.
5. Collaborative Team Player: A cooperative attitude and a positive demeanour.
6. Enthusiastic for Continuous Learning: A strong desire for ongoing education.
7. Intuitive Insight: A keen intuition.
8. Sharing Knowledge and Guiding Others: A commitment to sharing knowledge and mentoring

About HighLevel: 

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel - https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

Who You Are: 

You are looking for an opportunity to bring your creative, organized, and strategic thinking to an impactful senior-level managerial role that allows you to lead, develop, and grow our Premium support team. You will monitor and own your team’s KPIs, while consistently driving and tracking towards optimal results.

To be successful in this role, you will exemplify our “customer obsessed” ethos and demonstrate best in class customer service and support practices. You are comfortable leading in a high-performance, high-accountability environment, and will leverage your excellent leadership skills and working knowledge of people/team management and the SaaS landscape to serve you well as you lead several teams of customer support representatives. You will be responsible for managing teams operating across multiple shifts, ensuring smooth and continuous support

Roles, Responsibilities & Requirements

What You’ll Be Doing:

• Supervise a team of Customer Support Managers focused on solving customer issues and achieving high levels of customer satisfaction
•  Support the organizational goals and participate in business planning activities such as staffing, goal setting, and resource planning
• Lead and ensure your managers and teams are successful by coaching, developing, inspiring and holding them accountable against established KPIs, policies and procedures - measure and provide detailed analysis on success against team’s growth KPIs and metrics
• Conduct consistent and impactful performance conversations and coaching sessions with team members and managers
• Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted
• Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience. 
• Identify and implement process improvements and alternative solutions to drive team efficiency, productivity and engagement. 
• Serve as an influential leader by demonstrating professionalism, operating in a fast-paced environment, taking ownership of your team’s success, and fostering a team culture of encouraging growth, innovation, and proactive problem solving. 
• Monitor the overall health of the support system, which includes but is not limited to live ticket queues, live channel queues, major bugs and staff availability
• Confidently work with large amounts of data and have a data-minded approach to resource planning, goal setting, and analyzing its outcomes
• Partner with the Associate Director of Customer Support regarding forecasting, budget management, optimization of talent and resources, and the impact
• Manage projects involving complex work streams and cross-functional collaboration - Communicate and collaborate with internal departments to create and confirm efficient workflows and relationships
• Improve customer service quality results by collaborating with your team of managers to study, evaluate, and redesign processes; establish and communicate service metrics; monitor and analyze results; and implement change
• Update job knowledge and managerial skills by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations
• Act as an escalation point for high severity customer and team member issues that arise from within the team, directly from customers, or from other HighLevel functions
• Other duties may be assigned and/or modified as business needs change.

What You’ll Bring: 

• 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.

Experience/Education/Certifications Required:

• BA/BS in a relevant field or equivalent managerial experience in the Account/Business Relationship Management domain required.
• 5+ years of experience leading a fast-paced, results driven team for a SaaS or Product-Led Growth startup company preferred.
• 5+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required
• You are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around you.
• Prior experience partnering and influencing customers and team members in developing their strategic direction
• Prior experience exercising and utilizing project management skills to identify and align strategies and new processes that will impact the customer experience. 
• Strong collaboration, time-management and prioritization skills are critical to the success of this role
• The ability to build and maintain strong relationships internally with senior leadership, teams and customers
• Strong experience using data/analytics tools to measure the impact of your work and develop new projects
• Ability to collaborate and influence cross-functional teams and champion new concepts and ideas
• A strong technical aptitude to help our customers succeed with the HighLevel software
• Experience working with and or ability to learn the use of various reporting tools to leverage data, analytics and automation to drive demonstrable customer and team success
• Strong customer facing communication skills
• Demonstrated approach to problem solving and conflict management
• Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results. 
• Working Knowledge of the following applications strongly preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, Mac, etc
• Experience managing teams in different shifts is highly preferred

Responsibilities

• Design and deliver wireframes, user stories, user journeys, mock-ups, and prototypes optimized for a wide range of devices and interfaces
• Create a wide range of graphics and layouts, and design solutions for product illustrations, company logos, and websites
• Work within brand guidelines to reinforce the brand’s style and voice
• Work on building design processes, tools, and culture
• Identify and troubleshoot UX and UI design problems.
• Understand the target audience and objective of the brand and reference impactful design ideas that can be adapted
• Have a keen eye for visual designs, styles, iconography, typography, and illustrations and define a compelling visual language in the Product, website, and Marketing Materials.
• Setup best practices to help the team achieve the above and constantly think about improving the UX process to aim for better organizational UX Maturity
• Make strategic design and user-experience decisions related to core, and new, functions and features
• Take a user-centric design approach and rapidly test and iterate your designs

Qualifications

• Bachelor's degree with at least 2+ years of visual design experience in a B2B product and marketing setting
• Communicative, organized, and achieve consistent results
• Proficiency in the following design tools: Figma and Adobe Suite, familiarity with prototyping tools (Principle, Invision, Framer, After Effects)
• Solid understanding of using HTML and CSS for website design. Hands-on experience with different JavaScript frameworks (JQuery etc.), Bootstrap, Material UI, Tailwind CSS, NextJS, etc.
• Experience creating and maintaining design systems for product, website, brand, and marketing assets
• Should possess the ability to convey messages and information through illustrations, graphics, and patterns
• Added benefit: Having B2B product dashboards related experience

Roles & Responsibilities:

• Develop test plans, test environment and test scenarios for new product features
• Improve test efficiency by adapting an automated approach 

Requirements:

• Should have 1-3 years of IT experience in software testing/automation
• Should have a bachelor’s/master’s degree in engineering/technology from a reputed college/university
• Strong communication skills, both verbal and written
• Should be a good team player who enjoys collaborating with others 

Technical Skills:

• Proficiency in a scripting language, such as Python, Shell Scripting
• Experience in JavaScript test automation frameworks – Protractor/Selenium/TestNG (Primary)
• Experience in developing Continuous Integration pipelines using Jenkins and GitHUB Actions
• Experience with Source control such as GitHUB
• Experience in working with Postgres, Oracle , SQL DB
• Experience in Docker and any other containerization platform.

Desirable Skills:

• Familiarity with the following is a bonus:
• ​​​​​​​NodeJS and npm    
• Jmeter and Groovy Scripting
• Experience in working with SCXML and VXML
• Experience in Contact center industry is added advantage

We are looking for a Node.js Developer responsible for managing the interchange of data between the server and the users. Your primary focus will be the development of all server-side logic, definition and maintenance of the central database, and ensuring high performance and responsiveness to requests from the front-end. You may also need to integrate the front-end elements built by your co-workers into the application. Therefore, a basic understanding of front-end technologies is desirable, but not essential. 

We are a top-quality boutique software development company. Delivering solutions that meet customers’ needs, business expectations. We combine proven techniques, industry knowledge and our technology expertise of skilled software developers to deliver high-quality software solutions. 

Duties and responsibilities: 

• Work as part of a team developing applications and services using Agile development methods. 
• Contribute to team and organizational improvements in process and infrastructure. 
• Code, test and operate node.js based services. 
• Effectively use tools and ingenuity to identify and fix defects before they become a problem. 

Requirements and qualifications: 

• Previous working experience as a Node.js Developer for 2 years or more. 
• In depth knowledge of Node.js. 

• Hands on experience with HTML, CSS, and AJAX. 
• Applicable knowledge of web libraries and frameworks. 
• Familiarity with the whole web stack, including protocols and web server optimization techniques. 
• Strong analytical skills and problem-solving aptitude. 
• Ability to work with stakeholders and fellow developers. 

• Good understanding of SQL databases.  
• Good understanding of REST APIs. 

• Monitoring patient’s condition and assessing their needs to provide the best possible care and advice
• Observing and interpreting patient’s symptoms and communicating them to physicians
• Collaborating with physicians and nurses to devise individualized care plans for patients