JOB SUMMARY / DESCRIPTION

The CATAPULT Fuel Product Specialist and QA Engineer is charged with daily communication, troubleshooting, and resolution of customer issues. They are to own the product quality and advocate for customers daily. They will be an expert in the product and learn the ins and outs of the application's workings to provide resolutions to customers and identify and report anomalies and necessary improvements to the Product Owner and development team.

RESPONSIBILITIES

• Fuel Product Specialist – Front line for Fuel Product support:
  • Provide excellent technical support to customers by providing the fastest possible resolution while maintaining empathy, courtesy, and professionalism.
  • Provide troubleshooting and root cause analysis services to ECRS customers.
  • Discern whether customer issues lie within the software, configuration, or the products themselves.
  • Provide identification, prioritization, and resolution of customers' technical support issues.
  • Documenting and reviewing defects/issues and recording them in the designated tracking system and keeping the scrum team informed.
  • Bring urgency and represent the customer needs to the development team in a timely manner.
  • Regularly meet with the Product Owner to discuss the overall health of the product, status of support tickets and escalations, and more.
• Fuel Product Quality Assurance:
  • Work closely with Team Leads, Development, Sales, and other teams to ensure that we are delivering overall superior products and support to our customers.
  • Monitor services queue to report software inefficiency and trends.
  • Creating and executing test plans and detailed test scripts, which also includes setting up a test environment and creating appropriate test data to validate development work.
  • Identifying, reviewing, and executing manual and automated tests for multiple software builds within scheduled releases.
  • Defining quality processes and test standards, including test strategy, test planning, documentation, analysis, and issue reporting.

QUALIFICATIONS

• 1+ years' experience with technical help desk procedure, customer service, retail operators.
• Strong customer service skills – written, telephone and personal communication skills.
• General understanding of networking principles and ability to configure communications within a network.
• Intermediate to advanced knowledge in PC hardware, Windows, and Linux operating systems.
• Ability to write scripts, build documentation for repetitive use, and work in the command line interface.
• Ability and willingness to learn, use, and troubleshoot retail software and related hardware.
• Technical aptitude and a willingness for ongoing learning.
• Basic understanding of a retail environment & operation.
• Basic understanding of accounting principles.
• Basic understanding of relational databases, Unix OS, and web applications preferred.

ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS:

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity of a high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.

We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.