Job 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 to 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 walk throughs in VirBELA itself.
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
Knowledge and Skills 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
