Service Quality Assurance Specialist (L3 Support)

HRS is Oracle’s largest hospitality partner worldwide, providing coverage in 90 countries to more than 10,000 customers. Recognised as an official Oracle Hospitality Partner, HRS offers a wide range of innovative solutions to its customers including Property Management, POS, Spa & Guest Activities, Mobile Applications, and more.

Overview:

As an SQA L3 Support specialist at HRS, you will be at the crossroads of Quality Assurance and advanced technical support. You will ensure product reliability through thorough testing and provide top-tier escalation management to maintain a high level of customer satisfaction. You will collaborate with cross-functional teams, address complex issues, and champion continuous improvement for our solutions in the hospitality and retail space.

Key Responsibilities

Level 3 Technical Support

- Troubleshoot and resolve escalated technical issues that surpass Level 1 and Level 2 support.

- Perform in-depth root-cause analysis to implement long-term solutions

- Oversee critical escalations from clients and resale partners, ensuring all issues are addressed promptly

Service & Support

• Manage all escalations to ensure swift and accurate resolutions
• Collaborate with teams to identify patterns in recurring issues and implement strategies to prevent future occurrences
• Monitor successful product installations and rapid issue resolution across service teams

Testing & Delivery

• Support UAT processes to confirm that deliverables meet objectives
• Partake in release reviews and manage pilot implementations, ensuring smooth rollouts.
• Quality Assurance & Testing
• Conduct various levels of testing (functional, regression, stress) to verify product quality
• Document test results and collaborate closely with developers to resolve any identified issues
• Stay aligned with sprint activities (e.g., daily standups, sprint reviews) to remain updated on product changes

Development Process & Collaboration

• Actively participate in daily standups to sync with developers and product teams
• Attend sprint review presentations to stay informed of ongoing development progress
• Work with product management, operations, and support teams to mitigate recurring issues

Potential Extended Responsibilities

Product Requirements:

• Advocate client development requests, explore innovations, and keep competitor insights documented.
• Research legal/fiscal requirements for strategic product expansion.
• Development Process:
• Contribute to ticket estimation, sprint planning, and retrospectives.
• Aid in refinement to ensure clarity of requirements.
• Additional Tasks:
• Conduct A/B testing for feature impact and coordinate demo creation/maintenance with Sales.

Qualifications & Requirements:

• Proven experience in Quality Assurance, especially with functional, regression, and stress testing.
• Strong communication skills to effectively collaborate across multiple departments
• Ability to analyze complex issues swiftly, propose long-term fixes, and document progress meticulously

We welcome:

Demonstrated expertise in advanced (Level 3) technical support or similar escalated support functions

We offer:

• Valuable experience in the international friendly team
• Carrier opportunity in a fast-growing company
• Full-time working schedule
• Competitive salary level
• Annual bonus depending on KPIs achievement
• Attractive social benefits package