FastDox
Software Support & QA Analyst
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Job Description: 1st Line Software Support Analyst & QA Engineer - Full Time - Office Based - Wilmslow
Department: Customer Support / Quality Assurance
Reports To: Head of Technical Delivery
Job Summary
The 1st Line Software Support Analyst & QA Engineer is responsible for providing first-line technical support to customers and end users of the company's software products while also contributing to the quality assurance and testing of software releases.
Acting as the first point of contact for customer issues, the role involves troubleshooting software problems, resolving common support requests, logging incidents, and escalating complex cases where necessary. In addition, the role supports software quality initiatives through the creation and execution of test cases, validation of bug fixes, regression testing, and release verification activities.
The successful candidate will combine strong customer service and technical troubleshooting skills with a methodical and detail-oriented approach to software testing, helping to ensure both customer satisfaction and software quality.
Key Responsibilities
Customer Support
- Serve as the first point of contact for customers via phone, email, chat, and support ticketing systems.
- Log, categorise, prioritise, and manage support requests accurately.
- Diagnose and resolve common software-related issues using documented procedures and knowledge base articles.
- Guide users through step-by-step solutions and system functionality.
- Escalate unresolved or complex issues to second-line or specialist support teams.
- Monitor support tickets and provide regular updates to customers.
- Maintain accurate records of incidents, requests, actions taken, and resolutions.
- Contribute to the development and maintenance of support documentation and knowledge base articles.
- Assist with software installations, configuration, and user account management where applicable.
- Identify recurring issues and communicate trends to management, product, and development teams.
- Ensure compliance with service level agreements (SLAs) and internal support procedures.
Quality Assurance & Testing
- Execute functional, regression, integration, and user acceptance testing activities.
- Create, maintain, and update test cases, test scripts, and test documentation.
- Validate software enhancements, bug fixes, and new releases prior to deployment.
- Reproduce, investigate, and document software defects with clear steps and supporting evidence.
- Log and manage defects within issue tracking systems and work closely with development teams to support resolution.
- Perform release verification and post-deployment validation activities.
- Participate in requirements reviews to identify potential quality risks and test scenarios.
- Support the development and maintenance of test plans and testing standards.
- Verify that software functionality meets business and customer requirements.
- Assist in identifying opportunities to improve product quality, testing processes, and release confidence.
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Collaboration & Continuous Improvement
- Work closely with Support, Development, Product Management, and Professional Services teams.
- Provide feedback from customer support activities to help improve software quality and user experience.
- Contribute to process improvement initiatives across support and testing functions.
- Support root cause analysis activities for recurring incidents and software defects.
- Assist in maintaining quality standards throughout the software development lifecycle.
Required Skills and Experience
Essential
- Previous experience in a customer service, service desk, technical support, or software support role.
- Strong problem-solving and troubleshooting skills.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Familiarity with Microsoft Windows, Microsoft Office, and web-based applications.
- Experience using ticketing, helpdesk, or incident management systems.
- Strong organisational skills and attention to detail.
- Ability to work independently and as part of a team.
- Experience performing software testing or quality assurance activities.
- Ability to create clear and structured test cases and defect reports.
- Understanding of software development and testing lifecycles.
- Strong analytical and investigative skills.
Desirable
- Experience supporting SaaS (Software as a Service) applications.
- Knowledge of SQL, databases, APIs, or software troubleshooting techniques.
- Understanding of Agile software development methodologies.
- Experience using test management and defect tracking tools such as Jira, Azure DevOps, TestRail, or similar.
- Experience with CRM systems and remote support tools.
- Knowledge of regression, integration, performance, or user acceptance testing practices.
- Relevant IT, software testing, or quality assurance certifications.
- ISTQB Foundation Certificate or equivalent testing qualification.
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Personal Attributes
- Customer-focused with a professional and friendly approach.
- Patient and empathetic when dealing with users.
- Eager to learn new technologies and software products.
- Able to remain calm under pressure and manage multiple priorities.
- Strong analytical and critical-thinking abilities.
- Reliable, proactive, and adaptable.
- Highly organised and detail-oriented.
- Methodical approach to problem-solving and testing.
- Commitment to quality and continuous improvement.
- Strong sense of ownership and accountability.
Key Performance Indicators (KPIs)
Support Performance
- First Contact Resolution Rate (FCR).
- Customer Satisfaction Score (CSAT).
- Average Response Time.
- Average Resolution Time.
- SLA Compliance.
- Ticket Quality and Documentation Accuracy.
Quality Assurance Performance
- Test Case Coverage.
- Defect Detection Effectiveness.
- Defect Reopen Rate.
- Accuracy and Completeness of Test Documentation.
- Release Validation Completion Rate.
- Reduction in Production Defects.
- Quality of Defect Reporting and Reproduction Steps.
Working Conditions
- Office-based.
- Regular interaction with customers, internal stakeholders, and software development teams.
- Participation in testing cycles, release validation, and support activities.
- May require occasional participation in shift patterns or on-call support.
- Standard working hours, 9am to 5pm Monday to Friday.
Salary Range
£30,000 - £40,000 per annum (depending on experience & technical capability)
Ideal Candidate Profile
A motivated and customer-focused technology professional who enjoys both helping users and improving software quality. The ideal candidate combines strong support and troubleshooting skills with a structured approach to testing and quality assurance. They are comfortable working closely with customers, developers, and product teams, ensuring issues are resolved effectively while helping deliver reliable, high-quality software releases.
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