Software Quality and Support Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $55k - $70k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Points North

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1994

💼 Consulting

🏗️ Construction

📋 Compliance

Consulting • Construction • Compliance

Points North is a provider of advanced software solutions specializing in Certified Payroll Reporting and Affordable Care Act (ACA) compliance. Their user-friendly interface simplifies the process of generating certified payroll reports and tracking ACA requirements for businesses of all sizes across the United States. Points North partners with various payroll and timekeeping providers to ensure seamless compliance support, making payroll management easier and more efficient for their clients.

📋 Description

• Provide timely, professional support to customers using ACA Reporter, Who’s Where, and Attendance Advisor • Investigate, troubleshoot, and resolve software questions and issues involving functionality, configuration, data, workflows, and system use • Communicate issue status, resolution steps, workarounds, and next actions to customers and internal stakeholders • Document customer interactions, troubleshooting, root causes, and resolutions in the support ticketing system • Prioritize and escalate defects, data concerns, and complex technical issues • Identify recurring questions and trends and recommend product, guidance, training, or process improvements • Create and maintain FAQs, troubleshooting guides, and standard support procedures • Partner with Customer Success, Product, Engineering, and other teams • Review requirements, user stories, acceptance criteria, and reported issues to develop test scenarios and test cases • Perform functional, regression, integration, exploratory, and user acceptance testing • Validate features, enhancements, bug fixes, and configuration changes before release • Document defects with reproduction steps, expected and actual results, severity, evidence, and environment details • Retest resolved defects and verify related workflows and products are not adversely affected • Maintain test cases, regression suites, test data, and release validation documentation • Participate in release readiness activities and communicate testing progress, risks, defects, and recommendations • Advocate for customer usability, accessibility, data integrity, and product quality • Translate customer feedback and support trends into product-planning and quality-improvement input • Participate in product demonstrations, release reviews, team meetings, and process-improvement initiatives • Balance support demand with testing commitments and communicate conflicts and risks early • Follow security, privacy, documentation, and change-management practices when handling customer and test data • Develop working knowledge of product capabilities, customer use cases, integrations, and applicable business processes

🎯 Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Business, or a related field, or equivalent and relevant experience • 2+ years of experience in software support, technical customer service, software quality assurance, or a similar role • Experience supporting or testing SaaS, workforce management, attendance, scheduling, HR, payroll, compliance, or reporting software • Familiarity with defect tracking, test management, customer support, or knowledge management tools • Experience testing web-based applications across browsers, devices, roles, permissions, and data scenarios • Working knowledge of software development and release processes, including Agile practices • Experience using basic data analysis or database query tools • Familiarity with Affordable Care Act reporting concepts or other compliance-driven software is beneficial • Demonstrated ability to troubleshoot software issues methodically and explain technical information to non-technical users • Experience documenting support cases, defects, test cases, or process instructions accurately and clearly • Strong attention to detail, analytical thinking, problem-solving, and follow-through • Effective written and verbal communication skills • Ability to manage competing priorities, work independently and collaboratively, and adapt to changing business needs

🏖️ Benefits

• Comprehensive medical, dental, and vision plans • Employer-matching contributions to a SIMPLE Traditional and/or ROTH IRA plan • Generous PTO • Paid holidays • Volunteer Time Off (VTO) • Professional development, training, and certifications • Remote or hybrid arrangements may be available depending on the role • Annual bonus eligibility

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