Strategic Solutions Group (SSG)

Customer Support

• Provide initial support to end users.
• Assist, demonstrate and support clients through the problem-solving process.
• Ask questions to determine the nature of the problem or find root cause.
• Escalate complex issues/concerns appropriately.
• Respond to queries either in person, over the phone, or via email from clients.
• Train users on how applications function in group and webinar formats.
• Follow up with clients regularly until issues have been resolved.
• Document appropriately the initial queries and subsequent actions taken.

Client Support Specialist

QA Engineer

• Lead team in execution of tests, evaluate results and assist in problem resolution.
• Collaborate with project team members, subject matter experts and business owners to define and document test cases, scenarios and scripts.
• Lead and perform execution of tests, evaluate results and problems, and assist in problem resolution.
• Provide input for testing strategies, scope, and scenarios; provide input for testing-related estimates of effort, duration and resource utilization.
• Assist in managing a small team of QA engineers and mentor team members on automated test best practices.
• Create test data necessary for test execution and maintain test plans, test cases and test case library.
• Create and maintain automated and performance test scripts using tools such as Selenium WebDriver.
• Create automated CI/CD pipelines to run automated tests via GitLab and perform test management using TestMo/TestRail or similar tools.
• Identify, record, investigate and analyze problems found; track defects and verify resolutions during testing lifecycle.
• Ensure functionality coded by development team adheres to business requirements and standards (ADA, security, etc.).
• Provide test metrics and status reports to management; support QA Division process planning, hiring, training and development.

Client Support Specialist

Lead Quality Assurance Engineer