About the Role: We are seeking a highly motivated and detail-oriented Support Quality Assurance Specialist to join our Global Customer Support team. In this role, you will play a crucial part in ensuring our customers receive exceptional support experiences. You will be responsible for evaluating the quality of support interactions, analyzing case documentation, and providing feedback to support technicians to drive continuous improvement. If you are passionate about quality and customer satisfaction and have a keen eye for detail, we encourage you to apply! Key Responsibilities: + Case Quality Review: Evaluate customer support cases to assess the quality of interactions, including adherence to established processes, communication effectiveness, technical accuracy, and timely resolution. + Documentation Review: Analyze case documentation in Salesforce to ensure completeness, accuracy, and adherence to documentation standards. + Feedback and Coaching: Provide constructive feedback to support technicians on their performance, highlighting areas of strength and areas for improvement. + Quality Standards Development: Contribute to the development and refinement of quality standards and best practices for the support organization. + Performance Monitoring: Track key quality metrics, identify trends, and report on the overall quality of support services. + Process Improvement: Identify opportunities for process improvements and contribute to initiatives that enhance the customer support experience. + Collaboration: Collaborate with support managers, trainers, and other stakeholders to ensure alignment on quality standards and improvement initiatives. Qualifications: + Experience: 3+ years of experience in a customer support role, preferably in a software or technology company. + QA Knowledge: Solid understanding of quality assurance principles and methodologies. + Technical Aptitude: Ability to understand technical concepts and troubleshoot basic software issues. + Communication Skills: Excellent written and verbal communication skills, with the ability to provide constructive feedback effectively. + Analytical Skills: Strong analytical and problem-solving skills, with the ability to identify trends and patterns in data. + Attention to Detail: Meticulous attention to detail and a commitment to accuracy. + Salesforce Proficiency: Proficiency in Salesforce (or your CRM system) for case management and documentation. + Teamwork: Ability to work collaboratively with others in a team environment. Bonus Skills and Industry Knowledge: + Experience with quality assurance tools and software. + Knowledge of ITIL or other support frameworks. + Experience in the enterprise software industry.