Technical Support and Quality Assurance Specialist

OVERVIEW

Rational Acoustics is seeking a detail-oriented, customer-focused Technical Support & Quality Assurance Specialist to join our growing team. This hybrid role combines front line customer support with internal quality assurance testing to ensure our software meets reliability, useability, and performance standards. You will function as a key link between our end users and the product development/ software engineering teams, gathering customer concerns and feedback, reporting bugs, identifying trends, and proactively testing new features and builds before they are released. This is a perfect role for someone with a curious mind who enjoys helping people out of a jam, taking things apart just to see how they work and breaking things to see if they can put them back together again.

This is in-house position at our offices in beautiful Woodstock, Connecticut. This is not a hybrid or fully remote position.

Candidates for this position must be authorized to work in the United States on a full-time basis for any employer without restriction.

KEY RESPONSIBILITIES

Customer Support

• Provide technical support to customers via email, phone, chat, and online support channels, including social media
• Maintain oversight of helpdesk operations, ensuring that tickets are assigned, processed, escalated, and resolved with minimal delay
• Troubleshoot software & technical issues, identifying root causes and providing clear solutions
• Reproduce reported bugs and escalate complex technical issues to product management with detailed documentation and supporting context

Customer Feedback

• Gather and analyze customer feedback to identify support trends, recurring issues, and areas for improvement
• Collaborate with documentation team to create & improve knowledgebase articles and support resources for customers
• Act as the liaison between customers and the product management/development team to advocate for customer needs and preferences that contribute to overall product improvement

Product Testing and Quality Assurance

• Manually support testing of new features/builds including:
• exploratory testing to identify unexpected behavior and usability issues
• user acceptance testing to ensure products perform as expected
• smoke testing to determine if new builds are worthy of further testing
• sanity checks on new builds/releases to help validate bug fixes before and after deployment
• regression testing to determine unexpected consequences of code changes
• Clearly document issues, observations, defects, and inconsistencies and submit reports to development team.
• Assist in creation and standardization of future guided and automated testing procedures and processes

QUALIFICATIONS

Required

• Experience in a customer facing technical support role
• Experience with customer support ticketing systems like FreshDesk or equivalent
• Solid knowledge of computer operating systems on both Windows and macOS platforms
• Proficient in common office software programs such as Word, Excel, PowerPoint, and the ability to become familiar with industry-specific programs and software as needed
• Familiarity with QA methodologies and software testing principles (or a strong desire to learn them)

Preferred

• Bachelor’s degree in Computer Science, Information Systems or related field
• Relevant work experience can substitute for educational requirement
• Familiarity with Agile project management and bug tracking systems like JIRA
• Familiarity with iOS and Android mobile platforms
• Basic understanding of software development life cycle
• Interest in professional audio or acoustic analysis software (knowledge of Rational Acoustics products & services is a big bonus)

SKILLS

• Customer-first mindset with excellent human support skills – including patience, empathy, and a genuine desire to help
• Methodical, analytical thinker and tinkerer with a curious mind and excellent problem-solving skills
• Desire and aptitude to learn new technologies
• Strong written and verbal communication skills, with the ability to effectively communicate with both external customers and internal teams
• Attention to detail and ability to produce clear, organized documentation
• Ability to multi-task and meet deadlines
• Collaborative attitude and comfortable working on small teams
• Ability to work independently, with minimal supervision
• Comfortable working in a kid-friendly and dog-friendly, casual environment

Job Type: Full-time

Pay: $24.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Tuition reimbursement

Schedule:

• Monday to Friday

Application Question(s):

• Do you have experience in software technical support or testing?

Ability to Commute:

• Woodstock, CT 06281 (Required)

Work Location: In person