Senior Tech Support & Quality Assurance Specialist

Senior Tech Support & Quality Assurance Specialist

Permanent Full Time

The Role

You’ll be joining our Training & Support team to build, improve and deliver second line support services and participate in quality manual testing for software quality assurance. Our goal is to deliver high-quality software and accessible responsive support to our partners so that they can run impactful eye health programmes globally and continue their work reaching those hardest to reach to connect them to services.

Our partners are in low- and middle-income countries with health providers, NGOs and governments.

This role will aim to develop our software technical support function by ensuring our partners receive quick responses to software fixes, issues and bugs. Additionally, the role will aim to improve local testing techniques by encouraging efficiency in testing and the adoption of good testing practices. As well as working with members of the Training & Support team, this role will work with developers and colleagues from other teams to improve the strength and efficiency of our delivery process.

Responsibilities and Attributes

The key responsibilities of the role are:

• Maintain expertise in all Peek software and ensure quality and efficiency of second-line support and testing.
• Provide effective and timely second-line customer technical support, including technical support for the launch of global Peek programmes, and supporting relationships with our partner’s technical teams in-country.
• Design and execute manual software tests.
• Encourage and assist the Training & Support team to resolve blockers to team productivity and testing effectively and supporting the Software Trainers.
• Maintain Knowledge Base in lira Software.

 

The key attributes:

• Extensive experience in a technical support role delivering quality support to global partners
• Experience in a software quality assurance role.
• Strong leadership attributes that encourage and help others to improve their Support. QA skills and work efficiently as a team.
• Experience in making efficiency and quality improvements to processes.
• Self-starter with an excellent work ethic.
• Able to work independently and under pressure, while multitasking and prioritising workload when necessary.
• Good written and verbal communication skills
• Fluent in English, both spoken and written.
• Enjoy delivering quality support to customers resulting in high satisfaction outcomes.

Advantageous attributes:

• Technical expertise in functional and regression testing
• Experience of public health or eye health programmes an advantage.
• Experience in automated end-to-end testing or other software development would be advantageous.

Location – sub-Saharan Africa, Southern Asia or Southeast Asia prefered.

Travel – Local travel only, with a likely annual offsite which may be overseas.