Software Support Manager / QA Tester - Bespoke Web-App Software

£30000 - £50000 per annum
14 Jun 2017
14 Jul 2017
Contract Type
Full Time
To manage the support of bespoke Web-Based Software Applications and mobile Apps.

This company develops innovative bespoke LAMP-based web-applications, workflow systems, mobile apps and websites across multiple sectors. They offer full post-live support via their helpdesk system for the bespoke software created.

They are now looking for someone to manage and run their software support helpdesk. You will be first point of contact for software bugs, issues or change requests raised by Clients. You will be responsible for managing the end-to-end lifecycle of support calls, enquiries & tickets which will include:

- Monitoring the helpdesk for new / updated support tickets (& incoming phone calls)
- Prioritising support issues across multiple client requests
- Understanding the nature, severity and impact of support calls, tickets and enquiries
- Accurate recording of all information along with any additional data that might assist with issue resolution (screenshots, steps to reproduce etc.)
- Basic & Advanced troubleshooting to replicate or verify reported issues by gaining a clear understanding of their bespoke applications at a business and technical level including configuration and environment.
- Allocating issues to Support team resources & managing issues through to resolution
- QA & testing of software changes originated via the helpdesk, before releasing code
- Constantly managing Clients expectations with regards to the progress of issues
- Escalation to development teams if issues cannot be resolved within Support resources

A key requirement is to qualify & segment tickets into bugs / change request. This is where your experience of QA/software testing will be beneficial. Over time you will gain a full understanding of each of their Clients systems from a user perspective as well as a business perspective. Once software changes have been made, your role will be to test these prior to any software release.

Skills Required:

- Ideally you will have experience managing a software support help desk and software support team.
- They expect you to have a number of years' hands-on experience manual testing web-based software systems.
- Experience liaising directly with clients, so must be a clear thinker as well as a strong communicator
- Experience managing a small team, scheduling / allocating work.
- You need to be experienced and capable of juggling a number of activities in parallel.
- Experience working in an Agile environment would be a bonus
- Experience using Jira Helpdesk would also be seen as a plus
- Software is developed using LAMP technology; whilst experience supporting software in this environment is not essential, it would be useful
- Excellent written and spoken English

The role would suit someone who is self-motivated & passionate about maintaining high quality software. You must be a dedicated team player to fit in their busy but relaxed working environment.