Help desk support/Quality Analyst

Job Description

Job Description

Position Summary

We are seeking a motivated and detail-oriented Junior Support and QA Analyst to join our team in supporting a complex risk analysis and workflow platform, with a primary focus on a web application used globally by businesses to capture product information. We are a team where Support and QA work closely with developers, business analysts, and project and business stakeholders in an agile environment. This junior role is ideal for individuals with excellent communication skills and an interest in developing both technical support and quality assurance skills in a fast-paced environment. The successful candidate will work collaboratively across support tiers to resolve customer issues, assist in the validation and testing of application features, and continuously grow their capabilities under the guidance of more experienced team members.

Key Responsibilities

• Respond to routine support issues using internal documentation, dashboards, and tools to drive timely resolution.
• Document, track, and update the status of all support requests in the required support systems.
• Collaborate with QA and product teams to help verify issue resolutions and confirm product behavior meets expectations.
• Execute test cases or validation steps for bug verification and minor feature testing.
• Communicate clearly and professionally with users to gather relevant information and provide updates.
• Work with senior team members to triage and escalate complex technical issues.
• Participate in team meetings, training, and process improvement initiatives.
• Develop and maintain a basic understanding of the company’s software applications and user workflows.

Qualifications

Required:

• Strong verbal and written communication skills; comfortable working directly with end-users.
• Demonstrated organizational skills and attention to detail.
• Ability to follow structured procedures and seek guidance when needed.
• Familiarity with web-based applications and ability to develop technical competencies.
• Interest in supporting software quality assurance activities.
• Team-oriented mindset and willingness to learn from feedback and mentoring.

Preferred:

• Prior internship, co-op, or academic experience in technical support, QA, or technical customer service.
• Exposure to ticketing systems (e.g., Zendesk, Freshdesk, Jira) or help desk environments.
• Understanding of basic SaaS, QA, or software development lifecycle concepts.
• Familiarity with basic test planning or bug verification processes.

What We Offer

• A collaborative, growth-focused environment with heavy collaboration and active mentorship.
• Opportunities to learn and grow within technical support and QA career paths.
• Competitive compensation and benefits package.

Access to internal tools, documentation, and resources to support skill development.