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# Software Quality and Support Specialist

- **Company:** Points North
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Salary:** $55,000.0 - $70,000.0
- **Contract:** Permanent contract
- **Skills:** Agile Methodology, Data Analysis, Software Bug Management, Software as a Service, Software Quality, Data Integrity, Database Queries, Web Browsers, Issue Tracking Systems, Knowledge Management, Software Quality Assurance (SQA), Systems Integration, Test Data, Test Management, Software Troubleshooting, Bug Reporting, Information Technology
- **Published:** October 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=8c9f434a069027cc

## About the Role

* Commitment to delivering an excellent customer experience and high-quality software.

 * Technical aptitude with experience supporting or testing SaaS, workforce management, attendance, scheduling, HR, payroll, compliance, or reporting software.
 * Curious with a growth-oriented mindset
 * Familiarity with defect tracking, test management, customer support, or knowledge management tools.
 * Experience testing web-based applications across browsers, devices, roles, permissions, and data scenarios.
 * Working knowledge of software development and release processes, including Agile practices.
 * Experience using basic data analysis or database query tools to investigate issues and validate results.
 * Familiarity with Affordable Care Act reporting concepts or other compliance-driven software is beneficial., * Bachelor's Degree in Information Technology, Computer Science, Business, or a related field, or equivalent and relevant experience.
 * 2+ years of experience in software support, technical customer service, software quality assurance, or a similar role.
 * Demonstrated ability to troubleshoot software issues methodically and explain technical information to non-technical users.
 * Experience documenting support cases, defects, test cases, or process instructions with accuracy and clarity.
 * Strong attention to detail, analytical thinking, problem-solving, and follow-through.
 * Effective written and verbal communication skills, including the ability to manage sensitive or high-impact customer situations professionally.
 * Ability to manage competing priorities, work both independently and collaboratively, and adapt to changing business needs.

## Description

* Provide timely, professional support to customers using ACA Reporter, Who's Where, and Attendance Advisor through established support channels.
 * Investigate, troubleshoot, and resolve software questions and issues related to functionality, configuration, data, workflows, and system use.
 * Clearly communicate issue status, resolution steps, workarounds, and expected next actions to customers and internal stakeholders.
 * Document customer interactions, troubleshooting performed, root causes, and resolutions in the support ticketing system.
 * Prioritize and escalate defects, data concerns, and complex technical issues based on business impact, urgency, and established service expectations.
 * Identify recurring questions and trends, then recommend improvements to product functionality, user guidance, training, or internal processes.
 * Create and maintain customer-facing and internal knowledge resources, including FAQs, troubleshooting guides, and standard support procedures.
 * Partner with Customer Success, Product, Engineering, and other teams to provide a consistent and effective customer experience.

Functional Quality Assurance

 * Review requirements, user stories, acceptance criteria, and reported issues to develop effective test scenarios and test cases.
 * Perform functional, regression, integration, exploratory, and user acceptance testing across supported product lines.
 * Validate new features, enhancements, bug fixes, and configuration changes in appropriate test environments before release.
 * Document defects with clear reproduction steps, expected and actual results, severity, supporting evidence, and relevant environment details.
 * Retest resolved defects and verify that changes do not create unintended impacts in related workflows or products.
 * Maintain test cases, regression suites, test data, and release validation documentation.
 * Participate in release readiness activities and communicate testing progress, risks, defects, and recommendations to stakeholders.
 * Advocate for customer usability, accessibility, data integrity, and product quality throughout the development lifecycle.

Cross-Functional Collaboration & Continuous Improvement

 * Translate customer feedback and support trends into actionable input for product planning and quality improvements.
 * Participate in product demonstrations, release reviews, team meetings, and process improvement initiatives.
 * Balance daily support demand with planned testing commitments, communicating conflicts and risks early.
 * Follow established security, privacy, documentation, and change-management practices when handling customer and test data.
 * Develop strong working knowledge of product capabilities, customer use cases, integrations, and applicable business processes.