User Support and Quality Assurance (QA) Agent at DG Murray Trust

Role

ECD Connect is an extensive and sophisticated licence-free, open-source, customisable digital platform that has been developed to assist ECD practitioners (and the organisations who support them) in improving access to, and the quality of, crucial early childhood services. The platform includes web apps for principals, practitioners and field-support staff, that are designed for low-end smartphones, require minimal data, and can be used offline for up to 30 days. It also includes a head office admin portal for content, user and data management.

We are looking for a well organised and empathetic individual with strong verbal and written communication skills that include ability to translate technical issues into understandable terms for non-technical users. In addition to providing user support, you will be responsible for QA testing of development to ensure that bugs and other inconsistencies are picked up prior to release.

Ultimately, you will be the advocate for our users, ensuring that problems are dealt with before and after they hit people’s devices. We are looking for a sparky, proactive person with strong attention to detail.

Minimum requirements

• BSc/BA in Computer Science, information technology, engineering or related field, or accredited certification in software testing
• Excellent computer skills including use of Microsoft Outlook, Word, and Excel, Atlassian Jira, Figma, Google Sheets
• 2+ years customer services / user support experience (advantageous)
• 4+ years of experience in software testing.
• Knowledge of QA methodologies, techniques, and tools.

Responsibilities

• Provide first-line support to users via phone, email, or chat. Communicate effectively with users to keep them informed about the status of their issues.
• Maintain detailed records of user interactions, issues, and resolutions in Jira ticketing system.
• Create and update user guides, FAQs, and other support documentation.
• Maintain detailed records of test plans, bugs and inconsistencies in Jira ticketing system and Google Sheets.
• Design and execute manual and automated tests to ensure the quality of our platform.
• Collaborate with the development team to ensure that defects are properly addressed. Help troubleshoot issues.
• Participate in the continuous improvement of our testing processes.
• Work with cross-functional teams to ensure quality throughout the software development lifecycle.
• Customer/user support

Additional information

The candidate must be and must have:

• Well organised, empathetic and patient
• Strong verbal and written communication skills that include ability to translate technical issues into understandable terms for non-technical users.
• Ability to manage self in a complex and dynamic work environment.
• Detail-oriented and meticulous in planning and executing on all functions.
• Proactive and goal-oriented.
• Confident, and able to share ideas.
• Able to coordinate multiple activities at once to accomplish a goal.
• Able to anticipate key needs and act independently to solve problems.
• A high degree of flexibility and responsiveness to evolving needs.

Remote – based in Cape Town (though will consider outside of Cape Town for the right candidate)

As this role is almost entirely within the digital realm, we require applicants to have a reliable internet connection and the ability to continue to work uninterrupted through loadshedding.