Associate QA cum Customer Support

Company Description

Rakuna 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

1. Scope of work:

1.1. Quality Assurance

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 activities include:

• Write and document all test plans from the requirements, specifications and test strategies
• Create and perform test campaigns whenever it is necessary to fit in the overall planning
• Replicate/reproduce, test, analyze, and document all errors arise from customer feedback
• Use versioning systems to code test scripts
• Use bug tracking database to report bugs
• Raise an alert when an important issue is likely to put in jeopardy the whole project

1.2. Customer Success

We 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 manner
• Follow up with partners/end-users to ensure their technical issues are resolved
• Respond to customer complaints and address emerging issues.
• Collect, and analyze end-users feedbacks and share it with our Product, Sales, and Marketing teams
• Share feature requests and effective workarounds with team members
• Test post-production releases of new/upgraded features before announcing them to customers
• Collaborate 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 features
• Prepare demo environment for sales demos
• Support in sales activities when relevant

Qualifications

Must have:

• At least 1-2 years of QA experience
• Good working knowledge of test management software, programming languages, and QA methodologies
• Experience using web-based and mobile testing frameworks (ex: Selenium WebDriver)
• Ability to work autonomously and in a team
• Keen attention to details
• Determination and tenacity to commit to the end when solving issues
• Working proficiency and communication skills in verbal and written English 
• Availability to be on call in the evening to take care of US customers
• High 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 development
• Experience 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 plus

Additional Information

Perks:

• 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.