Customer Support executive

Job Title: QA Tester (Manual Testing)

Department: Technology

Location: Remote

Company: Mercer Talent Enterprise

Company Overview:

Mercer Talent Enterprise is a leading provider of talent management solutions, dedicated to helping organizations optimize their workforce. We foster a collaborative and innovative work environment where our team members can thrive and contribute to our mission of enhancing talent strategies for our clients.

Position Overview:

We are looking for a detail-oriented QA Tester to join our Lighthouse Tech Team. In this role, you will be responsible for performing manual testing of our software applications to ensure they meet the highest quality standards. You will work closely with developers and product managers to identify testing requirements and ensure that all features function as intended.

Key Responsibilities:

• Execute manual test cases and document results.
• Identify, report, and track defects in a timely manner.
• Collaborate with the development team to understand application functionality and testing requirements.
• Participate in test planning and design activities.
• Conduct regression testing and ensure that existing functionality is not affected by new changes.
• Provide feedback on usability and user experience.
• Assist in the development of testing documentation and processes.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1+ years of experience in manual software testing.
• Strong understanding of software testing methodologies and best practices.
• Experience with defect tracking tools (e.g., Azure,JIRA, Bugzilla).
• Excellent attention to detail and analytical skills.
• Strong communication and teamwork abilities.

Benefits:

• Competitive salary and performance-based bonuses.
• Professional development opportunities.

∙ Tele consult incoming Buyers, assisting them throughout their property search. ∙

Attend inbound requests and queries on selected units, scheduling/confirming site visits with trained team members for site visits. ∙

Understand the buyer's requirements, update all details in the portal, suggest best options, collect feedback, educate the buyer on facts and real estate appreciations, and guide the buyer to a decision.

∙ Moderate negotiations or forward interested buyer profiles to a team of experts for negotiations and settlement.

Responsibilities

• Develop quality software and web applications
• Analyse and maintain existing software applications
• Create and maintain SQL databases, tables, views, stored procedures etc. (Microsoft SQL Server 2008+)
• Design highly scalable, testable code
• Discover and fix programming bugs
• Monitor and maintain application security and integrity
• Communicate project status and identify technical risks
• Evaluate and recommend appropriate technologies based on product needs and industry trends

Desired Skills:

• Develop quality software and web applications
• Excellent communication and organisational skills, must be a team player
• Excellent analytical skills
• Ability to work in a fast-paced environment
• Ability to stay focused and deliver on time and on budget
• An up-to-date, working knowledge of current, past, and projected trends in the industry
• Knowledge of AI Techniques such as Neural Network Programming would be an asset
• Knowledge of Steering Behaviors Programming Techniques would be an asset

Qualifications

• Strong knowledge in .NET platform (ASP .NET) and C#
• Strong knowledge of Microsoft SQL Server 2008+ and T-SQL language
• Proficient in MS Visual Studio and TFS, including application build/deployment
• Knowledge and experience with creating and consuming web services

Educational Requirements:

Bachelor's degree diploma in computer science or software engineering

Key Responsibilities:

• Work with the development team to plan, execute and monitor deployments
• Capacity planning for product deployments
• Adopt best practices for deployment and monitoring systems
• Ensure the SLAs for performance, up time are met
• Constantly monitor systems, suggest changes to improve performance and decrease costs.
• Ensure the highest standards of security

Key Competencies (Functional):

• Proficiency in coding in atleast one scripting language - bash, Python, etc
• Has personally managed a fleet of servers (> 15)
• Understand different environments production, deployment and staging
• Worked in micro service / Service oriented architecture systems
• Has worked with automated deployment systems – Ansible / Chef / Puppet.
• Can write MySQL queries

Shift: 11 am to 8 pm

Hands on skills on the following technologies:

• Kafka Streams
• CassandraDB
• MS SQL SERVER
• Liquibase
• Maven, GIT, JUNITS

Mandatory skills:

• Java 17
• Spring Boot
• Spring Cloud
• Spring JPA
• Apache Kafka
• Microservices

The Role

The Project Manager will be responsible for ensuring all projects are delivered using a ‘best-practice’ project delivery approach and are delivered within the agreed scope, time, cost and quality.

Deliver high-quality shippable products as per the scope of the program. He/She will understand the key requirements and scope of the project working with the Product Owner and Business stakeholders.

How You Will Make an Impact:

• Understand how the product works and how it is used by customers.
• Apply strong engineering principles to drive the development and delivery of the Hotfix and minor release. This role has the ultimate responsibility to manage customer satisfaction and team engagement.
• Technically hands-on and support and guide the team members in solutions to customers and driving the best engineering practices for developing software.
• Implement the Agile frameworks in its entirety in the capacity as a flow manager. Ensure the development teams are practicing the core agile principles
• Establish clear ownership for project tasks, ensure that team members have the tools needed and provide timely feedback.
• Report (or contribute in preparing the status report) to the Project Steering Committee as per the schedule and agreed-upon metrics. Track progress and review project tasks to meet project deadlines.
• Assess project issues and identify solutions to meet productivity, quality, and customer goals.
• Timely Interaction with customers on/ off-site to troubleshoot issues, suggests workarounds.
• Should be able to guide/work with the technical team for quicker resolutions and achieve productivity goals for the team.
• Should be able to drive initiatives for productivity and ticket resolution quality improvement.
• Work on providing innovative ideas to improve ticket closure quality.
• Should suggest functionality in the platform to provide ways to improve turn around time for tickets
• Should drive and provide efficient ways for resolution/fixes of common issues across the customers.
• Propose ways to reduce overall tickets, operational efficiencies, and features for product to reduce the support tickets
• Should suggest better implementation for product based on usage on Production
• Should be able to suggest/implement the optimum process for a ticket raised to fix on PROD cycle
• Propose optimum process across departments at interfacing points, do regular ticket analysis and fine-tune the process
• Work on increasing supportability to product, Lead on RED account working with various departments/stakeholders.
• Ensuring Ticket Hygiene with Goal of SLA adherence. Problem and backlog management
• Contribute to knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Own large customers for day to day interactions with customers as required. Ensure SLAs are adhered to the accounts
• Ensure successful transition from SE, have regular connection with customers team management and attrition management.

People Management & Recruitment:

• Recruit and manage the team - Coach and Mentor the team members on career growth including performance management discussions. Be the evangelist for a high-performance culture
• Responsible for Resource planning & Optimization driving with utilization to timely deliverables.
• Should engage the team with team building and motivational activities.

What You Bring to the Team:

• 5-7years of solid experience in software product development. Should be in a manager role for at least 4+ years.
• Bachelor’s Degree in IT or Computers Engineering or equivalent degree in Computer Science
• Demonstrated understanding of Project Management processes, strategies and methods
• Experience mentoring, coaching and developing rising talent in the technology department
• Excellent time management and organisational skills and experience establishing guidelines in these areas for others
• Strong sense of personal accountability regarding decision-making and supervising department teams
• Experience working in a high-level collaborative environment and promoting a teamwork mentality 
• Managerial experience applying analytical thinking and problem-solving skills
• Ability to predict challenges and seek to proactively head-off obstacles 
• SCRUM, APM and other agile certificates will be nice to have

Technical Ability:

• Should have experience in transitioning projects (Development and Maintenance).
• Past experience in Building and Managing high-performance teams.
• Exposure to the SAP Platform
• Strong Working Experience in JIRA
• Should have prior development background along with current support role.
• Strong and proven background with experience in Troubleshooting on the Mobile platform
• Knowledge and/or experience with widely successful Agile techniques: Scrum and Kanban.
• Strong orientation towards Technical and functional aspects of the product.
• Strong influencing skills and ability to prioritize the backlog.
• Understanding of customer support processes and tools.

Job duties and responsibilities

• Develop, implement and manage our social media strategy
• Define most important social media KPIs
• Manage and oversee social media content
• Measure the success of every social media campaign
• Stay up to date with the latest social media best practices, trends, memes, and technologies
• Use social media marketing tools such as Buffer
• Attend educational conferences
• Copywrite and work with designers to ensure content is informative and appealing
• Collaborate with Marketing, Sales, and Product Development teams
• Monitor SEO and user engagement and suggest content optimization
• Communicate with industry professionals and influencers via social media to create a strong network
• Hire and train others in the team

Job requirements and qualifications

• Bachelor’s degree in journalism, communications, marketing, or a related field.
• 3 or more years of social media experience including planning and managing content in a corporate, or agency setting.
• Social Media Strategist using social media for brand awareness and impressions
• Excellent knowledge of Facebook, Twitter, LinkedIn, Pinterest, Instagram and other social media best practices
• Understanding of SEO and web traffic metrics
• Experience with doing audience and buyer persona research
• Good understanding of social media KPIs
• Ability to work in a fast-paced, high-pressure environment.

• Excellent written and verbal communication skills and must have a thorough understanding of social media management and strategy.
• Good time-management skills