Support Helpdesk QA

, , United States

finova is the UK's largest cloud-based mortgages and savings software provider, supporting over 60 leading lenders, 3000 mortgage brokers, and 200 financial institutions. Our suite of award-winning software includes a Core Banking Platform, Broker Platform, and finova Connect, a range of solutions that connect lenders, intermediaries, and consumers.

Fast implementation and open architecture are at the centre of our technology, giving our customers the flexibility to integrate into their existing systems or configure solutions to meet the needs of their business. Core Banking Platform finova's Core Banking Platform includes the UK market-leading cloud-based origination software and integrated in-life servicing software. The platform supports mortgages, equity release, specialist lending, and savings. Over £75 billion has been originated through the system by our customers and over £27 billion of loans and savings are managed through the servicing platform. The platform is designed for fast implementation and facilitates day-to-day banking operations. Utilising the latest technology, the API-led platform seamlessly integrates with over 20 third-party applications, enabling financial institutions to self-configure the platform effortlessly and efficiently to meet the rapidly changing demands of the market

Helpdesk Support QA About you:

Experience: 6 months to 2 years of experience in a quality assurance role within a support desk or technical support environment.

Technical Skills: Proficiency in using support desk software (e.g., Zendesk, Freshdesk, JIRA) and QA tools (e.g., Selenium, Postman). Familiarity with software development and testing methodologies.

Communication: Excellent verbal and written communication skills, with the ability to convey technical information clearly and effectively.

Analytical Skills: Strong analytical and problem-solving skills, with the ability to accurately replicate issues and identify root causes.

Detail-Oriented: Keen attention to detail, with a focus on accuracy and thoroughness in testing and documentation.

Team Player: Strong interpersonal skills, with the ability to work collaboratively with support desk agents, developers, and other team members.

What you will be doing:

Issue Replication: Work with support desk agents to understand and replicate production issues reported by customers. Use various testing environments and tools to recreate issues accurately.

Retesting: After issues have been resolved, perform thorough retesting to ensure the fixes are effective and that the issues do not recur. Document all retesting results and steps taken.

Regression Testing: Conduct regression testing to ensure that recent changes or updates in the system do not negatively impact existing functionalities. Identify any new bugs introduced by changes and report them promptly.

Documentation: Create and maintain detailed documentation of test cases, replication steps, testing results, and any issues found during testing. Ensure that all documentation is clear, comprehensive, and up-to-date.

Collaboration: Collaborate closely with support desk agents, developers, and other QA team members to communicate findings, provide feedback, and ensure issues are resolved efficiently. Facilitate information sharing and best practices.

Training and Support: Provide training and support to support desk agents on issue replication techniques, troubleshooting methods, and quality assurance best practices. Help agents improve their problem-solving skills.

Continuous Improvement: Identify opportunities for process improvements in the QA and support desk operations. Propose and implement enhancements to testing procedures, tools, and workflows.

Compliance: Ensure all QA activities adhere to company policies, industry standards, and regulatory requirements. Maintain a high level of quality and consistency in all testing activities.

Reporting: Generate and present regular reports on QA activities, including issue replication success rates, retesting outcomes, and regression testing results. Provide insights and recommendations to management based on findings.

Equal Opportunity Statement

Diverse teams really are the best teams, we promote a working environment in which diversity is recognised, valued and encouraged. We acknowledge the multi-cultural and diverse nature of the UK workforce and society in general. We are committed to principles of fairness and mutual respect where everyone accepts the concept of individual responsibility. Our policy seeks to ensure job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this throughout the entire employee lifecycle.

We know that some candidates (and, from the research we've seen, especially women) may feel less inclined to apply for a role if they don't quite meet every requirement of the role. If you like the look of a role but you're not 100% sure if your skillset will meet our requirements, please reach out and we will be happy to talk through your experiences.

Personal Data

finova retains applicants' personal data on our HR System for the purpose of reviewing and evaluating applications and contacting candidates to discuss job opportunities. For unsuccessful candidates, finova will retain your personal data and CV for the duration of 12 months. If you object to this, please email finova.people (http://finova.people/)@finova.tech and we will remove you from our systems