Quality Hero

Based in Burlingame, California, unitQ was founded by experienced entrepreneurs with the mission to help companies harness their customer feedback to monitor product quality. The small but growing team includes the co-founders of Skout, as well as former VMware engineers and designers. With their backgrounds in consumer software and experience in operating large-scale product deployments, they’ve designed unitQ Monitor to help companies stay on top of global trending product issues, improve their product experience, and align their organizations.

Are you passionate about hunting for bugs and issues to help clients have the best platform for their users? We are looking for Quality Heroes - a hybrid role of support specialists and analysts - that analyze written user feedback and metadata for software quality issues. As part of the Quality Hero team, you will be collaborating with teams in the US and beyond including Engineers, Product Managers, and the Operations team to help identify our client’s technical and user support gaps throughout their platforms.

This is a fast paced environment and working quickly, while maintaining focus and accuracy, is key to serving our clients. Our Quality Hero team needs to follow and comprehend what’s going on at all times in order to best help the client base and our company success. We use the same unitQ monitor that our clients do to filter through the thousands of user reports and escalate issues as necessary. The unitQ Monitor analyzes popular customer channels — including App Store reviews, Zendesk tickets, and social media — in over 100 languages to uncover potential issues with your product, in real time.

Key Responsibilities:
100% remote contract role
Perform Data Analysis and issues tracking
Knowledge of customer support and the difference between technical issues and support issues
Analyze user written feedback and metadata for software quality issues
Quality check bugs filed and support team through feedback of work completed
Occasionally work on special projects with engineering and product

Qualifications:
English - proficient in reading and writing
Strong attention to detail
Self-motivated with ability to work independently as well as thrive in a virtual team environment
Strong commitment to working in a support role with a virtual team
Constant communication with your team and other departments to keep an open dialogue going at all times
Flexibility to work at least one weekend day
Must have access to a personal computer/laptop and high-speed internet

Nice to have:
2+ years experience in a customer facing support role with experience in technical support & troubleshooting
Familiarity with major operating systems (Windows, Mac OSX,etc), mobile systems (iOS/Android), support programs (zendesk, salesforce, etc), and web browsers (Chrome, Safari, Explorer, etc)
Practical software testing, understanding, or experience
Understanding and practical experience with mobile platforms