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Qa/customer Support Manager - 100% Remote 🔥


General Summary:

As a Manager of QA/Customer Support, you will coordinate the work of a small but growing QA and support team, working with our clients and our dev team to make sure the products developed inside and outside of the company meet the defined requirements of functionality, reliability, security, and user experience.

You will both directly respond and coordinate how others on the team respond to client inquiries on issues ranging from product bugs to helping users understand how to use product features. These interactions will occur through email, text, or voice messages, as well as through a variety of real-time methods, including live walkthroughs in VirBELA itself. Aspects of QA involve game testing and you will utilize this in conjunction with other testing methods to ensure that new product features work under all scenarios, across multiple platforms. For both QA and Customer Support, you will work under the direction of program leads.

Major Duties & Responsibilities:
  • Coordinate QA and customer support activities
  • Evaluate methods for accuracy, efficiency, and timeliness
  • Interface with clients own support teams
  • Coordinate support activities between VirBELA and its clients
  • Support clients use of our products through real-time tutoring and demonstrations
  • Answer email inquiries from clients regarding product use
  • Communicate with internal product managers and dev teams on bugs and features
  • Communicate bugs to dev team
  • Employ a variety of strategies to test bug fixes and feature updates
  • Communicate feature developments to dev team that can improve user experience
  • Write moderately complex code or scripts to test systems
  • Monitor product development and usage at all levels with an eye toward improving product quality
  • Create test harnesses and infrastructure as necessary

Requirements



Education:

B.A./B.S. in computer game development or related field

Experience:
  • 5+ years of customer support and QA or game testing
  • Good communication skills, both written and verbal
  • Diligence in shepherding and following through tasks that might require the involvement of many people from different disciplines
  • Knowledge of the technologies involved in our products and how they interrelate


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