QA Specialist & Technical Support

Job Description:

The Technical Support & QA Specialist is a hybrid role that combines customer-facing technical support responsibilities with software quality assurance activities.

The successful candidate will serve as a critical link between customers, Product Management, and Development by resolving support issues, identifying product enhancements, validating software functionality, and helping ensure successful software releases. This role requires strong analytical skills, attention to detail, technical aptitude, and a commitment to delivering exceptional customer experiences.

• Provide professional and timely technical support to customers via support tickets, email, phone, and remote sessions.
• Respond to customer inquiries in accordance with Minisoft’s Service Level Agreements (SLAs), maintaining a target of 95% or greater SLA compliance.
• Investigate, troubleshoot, and resolve software issues while maintaining clear communication with customers throughout the support process.
• Reproduce reported issues and document findings clearly for escalation when required.
• Escalate complex issues to Product and Development teams with complete documentation, reproduction steps, supporting evidence, and business impact details.
• Assist customers with software configuration, troubleshooting, and best practices.
• Maintain accurate and up-to-date records for all assigned support cases.
• Achieve and maintain a Customer Satisfaction (CSAT) score of 90% or higher.
• Contribute to customer-facing documentation, knowledge base articles, and support resources.

• Execute functional, regression, integration, and user acceptance testing for software releases, enhancements, and defect fixes.
• Participate in release validation activities and complete testing and sign-off responsibilities for assigned releases.
• Develop, maintain, and execute test plans and test cases.
• Identify, document, track, and verify software defects to ensure efficient resolution.
• Validate defect fixes prior to release and confirm expected outcomes.
• Collaborate with Product and Development teams to improve software quality, testing practices, and release readiness.

• Act as a voice of the customer by identifying recurring issues, trends, and opportunities for product enhancement.
• Contribute to ongoing improvements in support processes, testing procedures, and product quality.
• Create and maintain support, QA, and process documentation, including a minimum of one knowledge base article, test plan, or process improvement document per quarter.
• Recommend practical product, process, or customer experience improvements that enhance service delivery and customer satisfaction.
• Share product knowledge and best practices with team members and contribute to a collaborative team environment.

• Minimum 5 years of experience in technical support, software support, quality assurance, or a related role.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience testing on-premises, web-based, enterprise, or SaaS software applications.
• Ability to document software defects and technical issues clearly and accurately.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and work independently.
• Experience working with ticketing systems and issue-tracking tools.

• Experience working with SQL databases and database troubleshooting.
• Familiarity with APIs, integrations, and software configuration.
• Experience using Jira, Azure Dev Ops, or similar issue-tracking platforms.
• Understanding of software development life cycles and Agile methodologies.
• Experience collaborating directly with software development teams.

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few.…