Classification: Exempt

Department: Technology and Innovation

Reports to: Director of Technological Innovation

This role is designed to support CLIENT’s technology and development initiatives through a balanced focus on quality assurance, user support, training, and documentation. As a Software Quality & Support Specialist, you will implement and conduct rigorous testing procedures, ensure smooth user experiences through effective troubleshooting and training, and develop comprehensive documentation for both internal and external audiences. This role directly contributes to maintaining high standards of quality across EMPACT’s software solutions, fostering seamless adoption and use for all stakeholders.

Responsibilities:

 Quality Assurance and Testing

o Develop, document, and execute manual and automated test cases to ensure robust software performance and reliability

o Identify and help remediate software issues in both new and existing systems before they are released

o Contribute to test workflow standards and the organization’s overall testing strategy

 User Support and Training

o Act as a primary contact for users experiencing software issues, guiding them through troubleshooting steps and problem resolution

o Conduct internal and external training sessions on new features, best practices, and systems use, fostering greater adoption and reducing user error

o Communicate effectively between departments to understand workflows and ensure smooth operations and quality support

 Documentation Development

o Create, maintain, and update comprehensive documentation, including user manuals, troubleshooting guides, tutorial videos, and process diagrams for both internal team members and clients

o Work with developers and stakeholders to document system requirements, workflows, and best practices for EMPACT’s solutions o Use feedback from users and team members to continually improve documentation for accuracy, clarity, and accessibility

Qualifications:

 Bachelor's degree in computer science, software engineering, information technology, or a related field, or equivalent practical experience

 Minimum of five (5) years of experience in a role that includes software testing, technical support, or training

 Experience with software quality assurance practices, testing frameworks, and tools

 Proficiency in scripting or programming languages, particularly for automating test cases (JavaScript, TypeScript, C#, or Python preferred)

 Strong problem-solving skills with the ability to analyze software issues and implement solutions with minimal guidance  Demonstrated ability to communicate technical information to diverse audiences clearly and effectively

 Familiarity with common documentation tools and practices to produce high-quality manuals and guides

It would be super helpful to find candidates who have experience testing Single Page Applications (SPAs) built on frameworks like Vue, React, or Angular. We use Vue as our frontend framework and it requires a different type of testing approach than other more traditional websites that use server side rendering of html. If we could find candidates who have experience testing SPA websites using tools like Cypress or Playwright that would be a huge bonus.