Description:
This is a unique role for a technical individual to join a leading ERP integration software provider in Leeds as an Escalations and Support Coordinator.
This role will see you acting as a bridge between support, development, and implementation teams. You will be responsible for managing the escalation process, conducting QA product/unit testing, and assisting in installations. This hybrid role requires a keen ability to multitask, excellent time management, and effective communication skills, as you will interact with both colleagues and clients, ranging in technical proficiency.
Escalations:
- Manage the escalation process between support and development teams.
- Managing Azure DevOps, gain full understanding of escalation and ensuring it is well documented.
- Assess the impact, priority, and severity.
- Develop understanding of functional specification, reproduction details and acceptance criteria.
- Produce release notes.
- Manage the queue and work closely with the team to prevent delays or ticket loss.
- Maintain communication with technical support.
QA Product/Unit Testing:
- Ensuring all software and instances in the QA environment are up to date.
- Liaising with support on any necessary environment changes
- Collaborating with development on new software releases and associated release notes.
- Identifying and specifying details of required unit tests.
- Planning, deploying, and reviewing unit tests.
- Contribute to CI/CD processes within the QA environment.
Installation:
· Undertake technical installations following pre-requisite details and agreed plan.
· Improving the documentation and automation of installations and pre-requisites.
Key Skills and Experience…
- Experience in managing a software life cycle, including working with specifications, release management, and testing.
- Prior QA testing experience.
- Basic SQL Server query experience.
- Willingness to learn and understand the XSLT transformation language.
- UK resident and unrestricted right to work in the UK.
Desirable Technical Skills:
- Experience supporting ERP solutions or exposure to them in a user environment.
- Experience of EDI standards and systems.
- An understanding of the concepts of APIs and Web Services.
- Experience of more advanced SQL Server concepts such as views and stored procedures.
- Exposure to any level of coding in C# or Java.