Associate QA cum Customer Support

As an Associate QA cum Customer Support at Rakuna, your primary responsibilities include ensuring the quality of our technology and mobile products through rigorous testing processes. This involves creating test plans, documenting bugs, and coordinating closely with developers and business stakeholders to uphold our quality standards. Additionally, you will onboard new customers, respond to queries, resolve technical issues, and gather user feedback to inform our product development.

To apply for the Associate QA cum Customer Support position at Rakuna, candidates must possess at least 1-2 years of QA experience. It is essential to have a good working knowledge of test management software and QA methodologies, along with familiarity with web-based and mobile testing frameworks like Selenium WebDriver. Strong communication skills in English and a detail-oriented approach are crucial, as is the ability to work both autonomously and collaboratively.

The Associate QA cum Customer Support role is pivotal in enhancing customer success at Rakuna by providing direct support to customers, resolving their queries, and addressing product concerns. This role allows you to collect valuable feedback to share with product teams, which aids in refining our offerings. Your insights from customer interactions ensure that our solutions not only meet quality standards but also align with user needs, thereby enhancing overall customer satisfaction.

At Rakuna, the Associate QA cum Customer Support role offers multiple growth opportunities as you can develop your skills in both QA and customer service. Regular performance reviews and an emphasis on continuous learning will help you align your career goals with the company’s objectives. The dynamic nature of our environment also allows for cross-functional collaboration, which can lead you to explore other roles within the company in the future.

Rakuna offers a vibrant and dynamic work culture characterized by flexibility and a commitment to innovation. As an Associate QA cum Customer Support, you will be part of a young, multicultural team that thrives on collaborating to meet challenges and drive product improvement. The company places significant emphasis on performance, personal ownership, and long-term career development, making it an encouraging environment for growth.

To ensure the quality of a mobile application, I would begin by developing comprehensive test plans that cover various scenarios. Utilizing tools like Selenium WebDriver for automated testing can significantly enhance efficiency. I would also engage in exploratory testing to identify usability issues and gather feedback from actual users to make informed improvements.

When troubleshooting a bug, I first try to replicate the issue consistently. This involves detailed documentation of the steps taken and the environment in which the bug occurs. Once replicated, I analyze logs, test different scenarios, and sometimes consult with team members to derive a solution effectively.

One challenging bug I encountered was a critical crash during the onboarding process of a mobile app. I meticulously traced the steps leading to the crash and identified a compatibility issue with the latest OS version. By collaborating with the development team, we implemented a fix, tested it across all devices, and delivered a seamless user experience.

The most important quality for a Customer Support representative is empathy. Understanding the customer's perspective is essential to address their concerns effectively. Additionally, strong communication skills, problem-solving abilities, and patience are crucial to ensure that customers feel valued and heard.

I prioritize customer issues based on their impact on the user experience and the severity of the problem. Critical issues that affect numerous users or halt key functionalities are addressed first, while less urgent matters are managed promptly thereafter. Communicating the status to customers is vital for maintaining trust.

Handling customer complaints effectively starts with active listening. I ensure that the customer feels understood by summarizing their issue and expressing empathy. Then, I work towards finding a solution, keeping the customer informed throughout the process. If necessary, I follow up afterward to ensure their satisfaction with the resolution.

Essential tools for QA include test management software like JIRA for tracking issues and progress, along with automation tools like Selenium for efficient testing. For customer support, I value ticketing systems that help organize and prioritize inquiries, along with communication tools that foster collaboration among team members.

I have a track record of collaborating with cross-functional teams, which has enhanced my understanding of diverse perspectives. By participating in both QA and customer support realms, I often bridge the gap between technical and non-technical sides, ensuring all departments are aligned towards common goals.

I stay updated with the latest QA methodologies by participating in online forums, attending webinars, and following industry leaders on platforms like LinkedIn. I also find that enrolling in courses or certifications helps me learn new strategies and implement them in my work.

My primary motivation in a QA and customer support role stems from the desire to enhance user experiences. Seeing how my efforts to improve product quality and customer satisfaction directly influence a company’s success is incredibly rewarding, pushing me to continually seek improvement and innovation.