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Salesforce QA & Support Specialist


Beyond the Horizon Technology – Salesforce QA & Support Specialist

The QA & Support specialist divides their time between quality assurance on the development lifecycle and resolution of client support cases in an enterprise-level Salesforce NPSP environment. They work with solution architects, business analysts, consultants and developers to understand new features and are responsible for writing test scenarios, coordinating internal testing, preparing the client for and overseeing user acceptance testing, and reporting any issues back to the team for correction. They also work closely with the Service Desk Manager and other specialists to resolve support cases.

QA & Support specialists are intellectually curious and good problem solvers. They work well with multiple teams, interface with clients regularly, manage client expectations and escalations, are able to simplify complex concepts and communicate them to the non tech-savvy, and manage their time wisely.

Duties and responsibilities include:

Support

  • Resolve support cases assigned by the Service Desk Manager
  • Troubleshoot and resolve Salesforce CRM issues reported by client
  • Identify known issues vs. feature requests, and submit feature requests to be reviewed by client to determine whether to add to roadmap
  • Adhere to service level objectives with client by responding within time periods defined by case priority level
  • Coordinate with team members to resolve more complex issues, managing resources and communication with the client
  • Support other team members with their cases when your subject area expertise is needed
  • Manage multiple cases simultaneously
  • Pursue professional development opportunities within the team to increase your subject area expertise
  • Contribute to user guides and knowledge articles

Quality Assurance and Testing

  • Write client-facing test scenarios for each requirement in a scheduled release
  • Work with project manager and developers during internal testing
  • Coordinate user acceptance testing (UAT) and schedule sessions with the client
  • Train end user on test scripts and enable them to do UAT
  • Contribute to release notes and user guides
  • Become familiar with AccelQ and participate in regression testing process

Core Competencies, Skills and Abilities

  • Motivated by challenges
  • Organizational agility and teamwork
  • Client and relationship management skills
  • Ability to quickly learn new technologies
  • Thrives in a fast-paced environment
  • Demonstrated ability to manage concurrent projects
  • Self-directed, self-motivated, independent thinker
  • Strong, creative problem solver
  • Solid decision-making skills
  • Excellent communication skills, verbal, written
  • Ability to provide quality client work and deliverables
  • Able to maintain timelines and meet deadlines

Qualifications

  • 2-3 years in Nonprofit administration
  • Salesforce.com Admin certification required
  • At least 1 year in Salesforce.com administration preferred
  • Familiarity with Salesforce Nonprofit Success Pack preferred

Expectations

  • 1,800 billable and collected hours per year
  • Maintenance of customer service level objectives
  • Commitment to QA schedule for each release

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