Associate QA cum Customer Support

Company DescriptionRakuna is an HR technology company based in Silicon Valley, US with APAC office in Vietnam providing total recruiting software solutions for employers in North America. Our mission is to help companies recruit seamlessly.We are continuing to expand our product suites to include recruiting tools that boost your team's productivity and hiring speed.Want to be part of a transformative, learning culture that drives innovation? Join us!For more info: https://www.rakuna.co/Job Description Scope of work:1.1. Quality AssuranceIn this role, you will be responsible for testing technology products and mobile device products – work very closely within the development team and business stakeholders to ensure solutions adhere to quality standards established by the company. Key activities include:Write and document all test plans from the requirements, specifications and test strategiesCreate and perform test campaigns whenever it is necessary to fit in the overall planningReplicate/reproduce, test, analyze, and document all errors arise from customer feedbackUse versioning systems to code test scriptsUse bug tracking database to report bugsRaise an alert when an important issue is likely to put in jeopardy the whole project1.2. Customer SuccessWe combine this role into QA to allow the product team to access insights and feedback from customers quickly. In this role, you will be responsible for testing technology products and mobile device products – work very closely within the development team and business stakeholders to ensure solutions adhere to quality standards established by the company.Key Functions: Along with the Sales team, become the company’s main representative for prospective and existing customers (partners/end-users)Onboard new customers and check, support, and respond to queries from customers in a timely and accurate mannerFollow up with partners/end-users to ensure their technical issues are resolvedRespond to customer complaints and address emerging issues. Collect, and analyze end-users feedbacks and share it with our Product, Sales, and Marketing teamsShare feature requests and effective workarounds with team membersTest post-production releases of new/upgraded features before announcing them to customersCollaborate effectively with the tech and marketing team to produce manuals/ instruction materials for smooth customer onboarding & self-learning. Actively engage customers with content that will help them utilize our product featuresPrepare demo environment for sales demosSupport in sales activities when relevantQualificationsMust have:At least 1-2 years of QA experienceGood working knowledge of test management software, programming languages, and QA methodologiesExperience using web-based and mobile testing frameworks (ex: Selenium WebDriver)Ability to work autonomously and in a teamKeen attention to detailsDetermination and tenacity to commit to the end when solving issuesWorking proficiency and communication skills in verbal and written English Availability to be on call in the evening to take care of US customersHigh work flexibility and ownership (We don’t count every single hour you show up at the office, what we care about is whether you are able to achieve your KPI and meet your objectives each month). Nice to have:Familiar with Agile developmentExperience using project tracking software (eg: JIRA)Experience using version control systems (eg: Git or Mercurial)Experience as a Customer Success Executive or similar Customer Service role using English is a plusAdditional InformationPerks:Be a part of a young, dynamic, multinational, and multifunctional team that serves global customers with new everyday challenges. Join a fast-paced, goal-driven work culture that is committed to long-term career development. Monthly 1-on-1 performance reviews with your supervisor/manager to ensure you meet your goals and receive the support needed to succeed in your position. High work flexibility and ownership (We don’t track every hour you’re at the office; what matters more is whether you can complete your tasks each month). Work directly at the office: 156 Viet Hung, Long Bien, Hanoi.How to apply: Submit your resume to apply. Only qualified and shortlisted candidates will be contacted.Application Deadline: Open until filled.