Tester Community Support Specialist (Cluj-Napoca, RO) - Hybrid 3 days in office

About Global App Testing

• Put simply, when the likes of Google or Facebook need to globally test their app, they use Global App Testing. We help companies all around the world to accelerate growth through our crowd-enabled testing platform for web and mobile apps.
• Internationalising software at speed has become increasingly problematic, with the vast combination of new devices, operating system upgrades and global network providers.
• By taking a customer-focused approach to quality, hundreds of leading brands including Facebook, Youtube, Microsoft, General Electric and iHeartMedia rely on Global App Testing’s platform to improve quality at a speed that allows agile and DevOps teams to release faster and more often.

Our Mission and culture

• At Global App Testing, we have the capability to leverage over 70,000 assessed and professional testers with real devices in real environments in over 189 countries.
• We’ve also gained worldwide recognition for innovations in the testing field - most notably creating Testathons and publishing a best selling book called Leading Quality (a definitive guide and philosophy on how the right QA can increase your speed, scale and global growth). Testathons, (hackathons for testers), have now run in over 35 countries with leading tech teams from the likes of Spotify and Instagram.
• At Global App Testing we’ve created an open and inclusive environment where you can play to your strengths whilst stretching yourself to become the best version of you. We believe focusing on your core skills, enjoying your work, building lasting internal relationships, and collaborating with other equally passionate and world-class people is a recipe for your success.
• We embrace a family-friendly environment, knowing how important it is to have a healthy work-life balance.

Role responsibilities

As a Tester Support Specialist, you will play a pivotal role in ensuring that our Global Community’s experience is consistently excellent, from start to finish.

Your natural empathy and communication skills will drive you to provide exceptional support to our community members, ensuring their needs are understood and met, and that their interactions with you lead them to feel increased satisfaction and loyalty to our brand.

With your keen eye for detail and your ability to think critically and analytically, you will be able to detect patterns and anticipate issues which affect our community. You will be encouraged and empowered to improve and streamline existing processes, as well as creating new ones which can help us achieve our common goals more efficiently. 

Key Responsibilities:

• Manage tester accounts and data, from onboarding to offboarding
• Provide timely and effective assistance to our global community of testers in written form
• Investigate and address inquiries, and troubleshoot issues with a focus on excellent customer service
• Be an advocate for testers’ feedback across the organisation, striving to drive change in a direction that unblocks and unlocks their full potential.
• Identify opportunities to streamline support processes, enhancing efficiency and tester satisfaction.
• Implement innovative solutions to frequently encountered challenges, promoting a culture of continuous improvement.

Requirements

Core Traits:

• High attention to detail to ensure accuracy and quality in all interactions and processes
• Be data-driven and curious to find the facts behind assumptions
• Think critically and assess challenges carefully to derive effective solutions
• Positive attitude and high levels of empathy 
• Strong communication skills, with the ability to engage testers from diverse backgrounds in a clear and structured way (in English)
• Passion for Technology and Innovation
• Proactivity and a desire to continuously learn and improve 
• Dedication to drive change and impact

Preferred Skills And Experience:

• Working understanding of Google Suite products (Sheets, Docs, Slides)
• Previous experience in a Customer Support role
• Previous experience with Zendesk or similar ticketing systems
• Previous experience in content creation across different mediums
• Previous experience in the crowdsourcing or Software QA spaces
• 2+ years of experience in a similar role
• Excellent communication skills
• Proficient in English

Benefits

• Team culture - Team culture plays a huge role in what we do here at Global App Testing. From monthly outings to weekly gatherings, we make sure that everyone is included, appreciated and part of the team.
• Your personal growth - We are huge on personal development and will dedicate time helping to make sure you achieve your personal and professional goals and bucket lists.
• Responsibility and creative freedom - you'll have a role that will be vital to the company’s success and every idea you come up with will always be considered.

Benefits Package:

• Private Healthcare Insurance
• 25 days of paid holiday
• Meal tickets
• Flexible working location and hours
• Well-being initiatives
• Educational assistance and career development