Software QA & Customer Support Specialist

Software QA & Customer Support Specialist

Position Title: Software QA & Customer Support Specialist

Location: Concord, ON In-Office (5 Days per Week)

Employment Type: Full-Time

Salary Range: $55,000 – $70,000 CAD (depending on experience)

Position Summary:

Our client is seeking an experienced Software QA & Customer Support Specialist to support our software platform through a combination of functional testing, customer support, dealer onboarding, and user training.

This role requires a professional who can test software from a real end-user perspective, identify issues, document defects clearly, and assist customers and partners with onboarding and troubleshooting.

The position involves direct interaction with both internal development teams and external customers/dealers.

Key Responsibilities:

Software QA & Testing

• Perform end-to-end functional testing of software applications.
• Validate user workflows and system functionality from a real user perspective.
• Identify, document, and track software defects and usability issues.
• Work with development teams to reproduce issues and verify fixes.
• Participate in regression testing and release validation prior to deployments.
• Assist in maintaining test plans, test cases, and testing documentation.

Customer Support:

• Provide first-level support to software users.
• Troubleshoot application issues and assist customers with resolving problems.
• Assist support team and respond to support requests via email, phone, or ticketing systems.
• Document issues and resolutions for internal knowledge tracking.
• Escalate complex technical issues to development teams when necessary.

Dealer & User Onboarding:

• Assist with dealer onboarding and user account setup.
• Configure and validate system access for new users.
• Support customers during initial platform setup and configuration.

Training & Customer Enablement:

• Conduct product training sessions and walkthroughs for dealers and users.
• Prepare training presentations using Microsoft PowerPoint.
• Assist in developing training documentation and user guides.
• Build & maintain training documentation and training videos.

Required Experience & Qualifications:

• Minimum 7 years of experience in software QA, product support, SaaS support, or customer success roles.
• Experience performing functional testing or User Acceptance Testing (UAT).
• Strong ability to identify, document, and communicate software issues clearly.
• Experience supporting software users or SaaS platforms.
• Advanced proficiency in Microsoft Excel for issue tracking, reporting, and testing logs.
• Proficiency in Microsoft PowerPoint and Word for training materials and presentations.
• Strong verbal and written communication skills.
• Ability to work effectively with technical teams and non-technical users.
• Highly organized with strong attention to detail and ability to manage multiple priorities.

Job Type: Full-time

Pay: $55,000.00-$70,000.00 per year

Benefits

• Paid time off

Application question(s):

• Are you a Canadian citizen or permanent resident?
• Are you articulate in the English language?
• Can you work 100% in the office in Concord, ON?

Experience

• Salesforce: 3 years (required)
• UAT Testing: 5 years (required)
• QA, Technical support, customer support: 5 years (required)

Work Location: In person