QA/Support Specialist

For 20 years IC Thrive has been helping connect people at work.  We have an established intranet platform (Source), a diverse customer base, with over 100,000 active users served globally across 20 different industries, including many recognizable brands.  More recently we've established our Drive methodology for internal comms along with a new platform called Reach, a foundation of best practices that expands our customer software portfolio.  Our history is built on our commitment to a customer-first mentality. We take pride in our work and relentlessly pursue making a real difference, for our customers and for our team.

The opportunity

You pick up technical skills quickly, can relate to customers easily, and have high attention to detail.  Together you bring this unique combination to ensure the quality delivery of our software full life cycle from the frontlines through the development process direct to customers. 

In this role, you'll serve as a hybrid customer support rep and QA for our dev team to help quickly solve technical issues, address any defects plus implement preventive maintenance measures that identify and handle issues avoiding their release.  This is an integral and foundational role in the company that presents great growth opportunities. The position will report to the Project Manager on the Development Team.

Responsibilities

• Solve technical support tickets alongside support team members
• Partner with developers and technical support to help debug and isolate defect root causes and steps to reproduce
• Replicate defects internally, document them clearly, and provide environments to dev to address
• Help translate roadmap items into acceptance criteria
• Plan, create and execute detailed test cases
• Discover new, or clarify existing requirements by identifying edge cases
• File defects in the backlog encountered when testing new or existing features
• Identify risks and prioritize work based on them
• Manage test and staging environments, plus product updates delivery
• Be a subject matter expert (SME) for how our products work
• Spread knowledge and best practices regarding how to use our products
• Demonstrate the software to stakeholders internally
• Design, build and execute automation scripts using open source tools

Knowledge, Skills & Abilities

• Bachelors degree or Diploma in Business/Technology, or 2+ years of relevant work experience
• Strong technical acumen, and attention to detail
• Excellent written documentation skills and organization
• Effective communicator with strong problem solving, customer service, and conflict resolution skills
• Wide environment management experience in Windows/Linux
• Repository deployment and maintenance in Git, BitBucket, etc
• Development project management tools like JIRA
• Ability to coordinate and distribute tasks amongst peers
• Experience with web servers (IIS), Active Directory and databases (Microsoft SQL Server) is an asset

We offer a comprehensive package to our employees, generous paid time off, extended medical/dental, bonus days, flexible schedules and remote working arrangements, dog-friendly office, wellness support, professional development, team activities, and more.  Our office is currently in North Vancouver and the successful candidate will be able to work a flexible schedule.  We are actively interviewing strong potential candidates; please submit your resume and cover letter for consideration. Salary is based on qualifications and experience
 

Working at IC Thrive from IC Thrive on Vimeo.

COVID Note: The whole team is largely working remotely during this time and through 2021, with occasional meetings in the office.  We have flexible arrangements and hold the health of our team at a high level of importance.