At a Glance
- Tasks: Provide first-line support and ensure software quality through testing and troubleshooting.
- Company: Join a dynamic tech company focused on customer satisfaction and software excellence.
- Benefits: Competitive salary, supportive team environment, and opportunities for professional growth.
- Other info: Engage in a collaborative atmosphere with excellent career advancement potential.
- Why this job: Make a real difference by helping users and enhancing software quality.
- Qualifications: Customer service experience and a passion for technology and problem-solving.
The predicted salary is between 30000 - 40000 £ per year.
Job Description
- 1st Line Software Support Analyst & QA Engineer - Full Time - Office Based - Wilmslow
- Department
- Customer Support / Quality Assurance
- Reports To
- Head of Technical Delivery
- Job Summary
The 1st Line Software Support Analyst & QA Engineer is responsible for providing first-line technical support to customers and end users of the company's software products while also contributing to the quality assurance and testing of software releases.
Acting as the first point of contact for customer issues, the role involves troubleshooting software problems, resolving common support requests, logging incidents, and escalating complex cases where necessary.
In addition, the role supports software quality initiatives through the creation and execution of test cases, validation of bug fixes, regression testing, and release verification activities.
The successful candidate will combine strong customer service and technical troubleshooting skills with a methodical and detail-oriented approach to software testing, helping to ensure both customer satisfaction and software quality.
Key Responsibilities
- Customer Support
- Serve as the first point of contact for customers via phone, email, chat, and support ticketing systems.
- Log, categorise, prioritise, and manage support requests accurately.
- Diagnose and resolve common software-related issues using documented procedures and knowledge base articles.
- Guide users through step-by-step solutions and system functionality.
- Escalate unresolved or complex issues to second-line or specialist support teams.
- Monitor support tickets and provide regular updates to customers.
- Maintain accurate records of incidents, requests, actions taken, and resolutions.
- Contribute to the development and maintenance of support documentation and knowledge base articles.
- Assist with software installations, configuration, and user account management where applicable.
- Identify recurring issues and communicate trends to management, product, and development teams.
- Ensure compliance with service level agreements (SLAs) and internal support procedures.
- Quality Assurance & Testing
- Execute functional, regression, integration, and user acceptance testing activities.
- Create, maintain, and update test cases, test scripts, and test documentation.
- Validate software enhancements, bug fixes, and new releases prior to deployment.
- Reproduce, investigate, and document software defects with clear steps and supporting evidence.
- Log and manage defects within issue tracking systems and work closely with development teams to support resolution.
- Perform release verification and post-deployment validation activities.
- Participate in requirements reviews to identify potential quality risks and test scenarios.
- Support the development and maintenance of test plans and testing standards.
- Verify that software functionality meets business and customer requirements.
- Assist in identifying opportunities to improve product quality, testing processes, and release confidence.
- Work closely with Support, Development, Product Management, and Professional Services teams.
- Provide feedback from customer support activities to help improve software quality and user experience.
- Contribute to process improvement initiatives across support and testing functions.
- Support root cause analysis activities for recurring incidents and software defects.
- Assist in maintaining quality standards throughout the software development lifecycle.
- Required Skills and Experience
- Previous experience in a customer service, service desk, technical support, or software support role.
- Strong problem-solving and troubleshooting skills.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Familiarity with Microsoft Windows, Microsoft Office, and web-based applications.
- Experience using ticketing, helpdesk, or incident management systems.
- Strong organisational skills and attention to detail.
- Ability to work independently and as part of a team.
- Experience performing software testing or quality assurance activities.
- Ability to create clear and structured test cases and defect reports.
- Understanding of software development and testing lifecycles.
- Strong analytical and investigative skills.
- Experience supporting Saa S (Software as a Service) applications.
- Knowledge of SQL, databases, APIs, or software troubleshooting techniques.
- Understanding of Agile software development methodologies.
- Experience using test management and defect tracking tools such as Jira, Azure Dev Ops, Test Rail, or similar.
- Experience with CRM systems and remote support tools.
- Knowledge of regression, integration, performance, or user acceptance testing practices.
- Relevant IT, software testing, or quality assurance certifications.
- ISTQB Foundation Certificate or equivalent testing qualification.
- Personal Attributes
- Customer-focused with a professional and friendly approach.
- Patient and empathetic when dealing with users.
- Eager to learn new technologies and software products.
- Able to remain calm under pressure and manage multiple priorities.
- Strong analytical and critical-thinking abilities.
- Reliable, proactive, and adaptable.
- Highly organised and detail-oriented.
- Methodical approach to problem-solving and testing.
- Commitment to quality and continuous improvement.
- Strong sense of ownership and accountability.
- Key Performance Indicators (KPIs)
- Support Performance
- First Contact Resolution Rate (FCR).
- Customer Satisfaction Score (CSAT).
- Average Resolution Time.
- Ticket Quality and Documentation Accuracy.
- Quality Assurance Performance
- Accuracy and Completeness of Test Documentation.
- Release Validation Completion Rate.
- Reduction in Production Defects.
- Quality of Defect Reporting and Reproduction Steps.
- Working Conditions
- Regular interaction with customers, internal stakeholders, and software development teams.
- Participation in testing cycles, release validation, and support activities.
- May require occasional participation in shift patterns or on-call support.
- Standard working hours, 9am to 5pm Monday to Friday.
- Salary Range
- £30,000 - £40,000 per annum (depending on experience & technical capability)
- Ideal Candidate Profile
A motivated and customer-focused technology professional who enjoys both helping users and improving software quality.
The ideal candidate combines strong support and troubleshooting skills with a structured approach to testing and quality assurance.
They are comfortable working closely with customers, developers, and product teams, ensuring issues are resolved effectively while helping deliver reliable, high-quality software releases.
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Software Support & QA Analyst in Wilmslow employer: FastDox
Join a dynamic team in Wilmslow as a Software Support & QA Analyst, where you will be at the forefront of customer interaction and software quality assurance. Our company fosters a collaborative work culture that prioritises employee growth through continuous learning opportunities and a commitment to excellence. Enjoy competitive benefits and a supportive environment that values your contributions and encourages innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Software Support & QA Analyst in Wilmslow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FastDox. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FastDox before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Software Support & QA Analyst in Wilmslow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FastDox:Your cover letter is your chance to shine! Tell us why you want to work at FastDox specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FastDox!
How to prepare for a job interview at FastDox
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
