Production Support Quality Assurance
dopay, United Arab Emirates
Job Description
Production Support Quality Assurance
Abu Dhabi - London (India) - remote - Fintech - Payments - Technology Full time
dopay is seeking a Production Support Quality Assurance professional to join our team and work alongside our Product and Technology Team. In this role, you will be responsible for ensuring that all first-line support activities and customer interactions with the platform are handled effectively and efficiently, while adhering to the highest quality standards.
You will play a crucial role implementing the framework to raise and track any issues/requests, monitoring the resolution, identifying areas for improvement, and working closely with QA, Product and Engineering teams to implement best practices and streamline processes. To do so, you will need to possess excellent communication and problem-solving skills, as well as a keen eye for detail. You should be able to work well under pressure and in a fast-paced environment, while maintaining a customer-focused approach.
You will report to a Senior QA Quality Assurance Engineer and will work hand-in-hand with the rest of the team and will represent our customer’s voice in the product squads. You will also collaborate with the rest of operational business areas such as customer success, sales, payment operations, card logistics, etc.
About the team
We’re an exciting, innovative, and fast-growing international team of thinkers, creators, and technologists. We want colleagues and contributors who love to collaborate and to create. We truly believe that our solution is an enabler to SMEs and enterprises to transition into a cashless payroll system, making a real impact to the financial inclusion of their employees when doing so. We think that small is beautiful, and powerful! So we create simple solutions to hard customer problems and we have fun while we’re doing it. Life’s too short not to.
Your Responsibilities as a dopay First Line Support Quality Assurance:
- You will be the primary point of contact for operational and customer related queries and will set up the framework for raising the issues as well as tracking them until resolution.
- You will troubleshoot and identify the root cause of any possible issues in production and escalate it to the corresponding team.
- You will set up a ticketing system for all issues. (Jira, Freshdesk, Zendesk or any preferred platform)
- You will help prioritizing the fixes and track their delivery as well as providing workarounds for the meantime.
- You will own and coordinate weekly or biweekly Incident Review sessions with appointed stakeholders, where root-cause analysis, prioritisation and preventive actions taken will be discussed
- You will coordinate a weekly or biweekly incident review with appointed stakeholders where incidents resolution and prioritisation will be reviewed
- You will work with the Product Team performing post-release checks after each release, ensuring the new features are working as expected.
- Together with DevOps, you will actively contribute setting up monitoring in the platform and keep an eye on any alerts.
Requirements
Requirements
- Bachelor’s degree or equivalent experience
- 2 years of hands-on experience in Application Support or equivalent functions
- Familiarity with an agile environment and scrum organisation (experience with JIRA will be a plus).
- Experience in Front-End testing and/or App testing is recommended.
- Excellent communication skills, both written and verbal, with the ability to effectively collaborate within a team setting.
- Strong analytical and problem-solving skills with a particular attention to detail.
- You are a driven individual with excellent self-initiative and organisational skills.
- You have real grit and focus on finding solutions, even when it’s exhausting
- You have a keen interest in the FinTech sphere, with a genuine desire to work in the industry
- Knowledge of the Payments Industry, Banking Industry
- Previous start-up work experience and knowledge of Arabic will be plus.
if you are passionate about delivering exceptional customer experiences and have a strong background in first-line support, we encourage you to apply for this exciting opportunity to join our team.
Benefits
Why you should join us
This is a unique opportunity to drive financial inclusion through payment technology-based solutions in emerging markets in a hands-on role with lots of autonomy and decision-making power. Your technical and leadership skills - within a vibrant international team - will be making a difference from day one at an exciting time where the company really starts to sc