Software Quality and Support Specialist

Remote
Full Time
Client Support
Mid Level

Points North is creating a new role to support and safeguard three of our products: ACA Reporter, Who's Where, and Attendance Advisor. As our Software Quality & Support Specialist, you'll split your time between helping customers get unstuck and testing what we build before it reaches them. You'll troubleshoot issues, turn what customers tell you into clear input for our product team, and validate new features and fixes for each release to ensure everything is functioning as intended. It's a great fit for someone who enjoys solving problems for people, likes digging into why something broke, and can move easily between a customer conversation and a test plan.

What You’ll Be Doing:

Frontline Client-Facing Software Support

  • 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.

What We’re Looking For:

  • 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.

Required Qualifications:

  • 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.
At Points North, we believe that taking care of our team is the foundation of our success. That’s why we’ve created a benefits package designed to support you both personally and professionally:
  • Health Insurance: Comprehensive medical, dental, and vision plans are available to keep you and your family healthy.
  • Retirement Savings: Invest in your future with employer-matching contributions to a SIMPLE Traditional and/or ROTH IRA plan.
  • Time Off: Generous PTO, paid holidays, and Volunteer Time Off (VTO) are offered so that you can take time to recharge and give back to what matters to you.
  • Growth Opportunities: Professional development is encouraged whether it be in training, certifications, or other opportunities to boost your career.
  • Flexibility: Depending on the role, remote or hybrid arrangements may be made available to fit your lifestyle and business needs.
     

For this position the base salary range is $55,000.00-$70,000.00 per year, plus annual bonus eligibility. Final compensation determinations will reflect your unique experience, skills, and the responsibilities of the role.

At Points North, you’ll find an energizing, ambitious and supportive workplace where your contributions make a real impact. Ready to join our team? Apply today to take the next step in your caree

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