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The Ignition Group is one of Africa's largest providers of technology, media, telecommunication and financial services, and is built around a powerful purpose - to make life better through innovative technology.
We approach markets that are traditionally complex and contested, and then simplify them, making life easier for consumers, and business more effic...
Description
This role engages with product teams to identify opportunities for bug fixes and support on minor issues.
This dynamic role not only ensures efficient technical support and quality assurance but also actively engages with product teams to drive improvements and address user-reported issues. By managing support queues, collaborating with development and product teams, and maintaining a strong focus on quality, this role contributes to a streamlined software development lifecycle, exceptional product quality, and a positive user experience.
Technical Support Management
- Manage and prioritize technical support queues, ensuring prompt resolution of reported issues and inquiries.
- Collaborate with cross-functional teams to provide effective technical assistance and troubleshoot complex problems.
Issue Tracking and Collaboration
- Monitor and manage support tickets, ensuring thorough documentation and timely resolution within established timelines.
- Collaborate with development teams to identify opportunities for bug fixes and support on minor issues reported by end-users.
Quality Assurance:
- Perform tests as per the defect to confirm fix is in place before closing ticket with user.
Defect Identification and Collaboration
- Ensure defects are accurately documented by the reporter and are reproducible.
- Collaborate with development teams to ensure effective defect resolution and prevent faulty software releases.
Quality Metrics and Analysis
- Analyse test results and compile quality metrics to provide insights into product quality and inform release decisions.
- Contribute to continuous improvement efforts by providing data-driven suggestions for enhancing software quality.
Engagement with Product Teams
- Collaborate with product teams to identify opportunities for bug fixes, address minor issues, and enhance the user experience.
- Act as a bridge between technical support, development, and product teams to ensure effective communication.
Collaboration and Communication
- Collaborate closely with development teams, product managers, testers, and other stakeholders to align on requirements and priorities.
- Communicate testing progress, defect status, and quality insights effectively across teams.
Requirements
- Bachelor's degree in Computer Science, related field or relevant work experience.
- Previous technical support experience, including managing support queues and resolving technical issues.
- Hands-on experience in quality assurance, manual/automated testing, and defect management.
- Collaborative experience with cross-functional teams, communicating issues and prioritizing tasks.
- Engaging with users or product teams to understand and address bug fixes and minor improvements.
- Good understanding of system maintenance principles.
- Excellent documentation practices.
Skills
- Effective communication and stakeholder engagement skills.
- Technical troubleshooting proficiency.
- Test planning and execution ability.
- Strong collaboration and communication.
- Accurate defect identification.
- Clear technical communication.
- Effective time management.
- Attention to detail in tasks.
- Creative critical thinking skills.
- Adaptability to modern technologies.
- Initiative for process improvements.
- Customer-focused approach.
- Detail-oriented mindset.
- Strong organizational skills.
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