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Support Specialist

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Tricentis

Jan 13

  • Job
    Full-time
    Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Manila
  • Quick Apply

AI generated summary

  • You need a Bachelor's in Computer Science/Engineering, 3+ years in technical support, customer-centric skills, and knowledge of Tricentis products. ITIL familiarity and strong communication are essential.
  • You will analyze and resolve customer inquiries, collaborate for superior support, learn Tricentis tools, and leverage problem-solving skills to manage technical cases with attention to detail.

Requirements

  • Bachelor’s degree in Computer Science or Computer Engineering.
  • Minimum of 3+ years of relevant experience in either technical, application or product support in a customer facing role.
  • Basic understanding of software development and testing concepts.
  • Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge.
  • A good level of understanding in any of the following Tricentis products such as but not limited to;
  • TOSCA – Enterprise Test Automation - A Codeless test automation powered by Vision AI optimizes and accelerates end-to-end testing of all mission-critical applications and business processes across the enterprise.
  • (Related Technologies – Distributed Exchange, API/OSV, VisionAI, Mobile Dev, SAP, Host Engines, Database, Mail Engines, Document Imaging)
  • QTEST – Test Management & Analytics - A Centralized test management that unifies, integrates, and rapidly scales across your business
  • (Related Technologies – qTest, ALM, TestManagement, STLC, SQL, API, Postgres, Linux, Docker, AWS, Jenkins and JIRA)
  • VERA - Modernizing software compliance in Life Sciences - Digital validation for life sciences organizations to accelerate critical approval, verification, and compliance management processes.
  • (Related Technologies - VERA, Tx3, Authentication, Approval processes, Azure, Linux, Docker, Kubernetes, SQL, STLC and qtest)
  • NEOLOAD AND FLOOD - Continuous performance testing - Scalable performance testing for all use cases from APIs and microservices to end-to-end application testing.
  • (Related Technologies - Dynatrace, Fiddler, Grafana, WPT, Jenkins, postman, docker, Kubernetes, AWS, GCP, Azure, and WebLog Expert tools)
  • Have a broad spectrum of basic technical knowledge in the areas of databases, programming, and network technology.
  • Above average customer interaction and communication skills, both verbal and written. Must utilize these skills when dealing with customers and business partners.
  • Strong familiarity and experience of ITIL best practices in a Support Desk/Service Desk operations.
  • Candidates who have taken an academy course related to any of the products listed above from the Tricentis academy.
  • Candidates coming from a software QA background who are willing to do a support role and have an in-depth training/experience from the market leader in model-based testing
  • Candidate coming from a technical support background who wants to shift to a software QA role.

Responsibilities

  • As a Technical Support Specialist in our Support Division, you will be responsible for the analysis, processing, technical recommendation and resolution of technical inquiries, cases and requests from all customer segments.
  • The role is “customer-facing” support role and will require interactions via our self-service portal, emails, chats, and a few inbound calls.
  • Collaboration with customers to deliver superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.
  • Collaborate with customers to deliver superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.
  • The position requires willingness to be trained in one of Tricentis’ Continuous Testing Platform which include but is not limited to the following: Tosca, qTest, NeoLoad, LiveCompare, Vera, Test Automation, Testim and Data Integrity.
  • The position requires the candidate to be detail oriented, work with minimal supervision, good research skills and above-average problem solving skills to handle simple to more complex customer cases.
  • In addition, a good background in system analysis, design and functional support is needed to determine potential software bugs.

FAQs

What is the primary responsibility of a Support Specialist at Tricentis?

The primary responsibility of a Support Specialist at Tricentis is to analyze, process, provide technical recommendations, and resolve technical inquiries, cases, and requests from all customer segments in a customer-facing support role.

What qualifications are required for this position?

To qualify for this position, candidates must possess a Bachelor’s degree in Computer Science or Computer Engineering, a minimum of 3+ years of relevant experience in technical, application, or product support in a customer-facing role, and a basic understanding of software development and testing concepts.

Which Tricentis products should candidates be familiar with?

Candidates should have a good understanding of Tricentis products such as TOSCA, QTEST, VERA, NEOLOAD, and FLOOD, as well as related technologies associated with these products.

What skills are essential for a successful Support Specialist?

Essential skills include strong communication and problem-solving abilities, a customer-centric attitude, good research skills, above-average problem-solving skills, and familiarity with ITIL best practices in support operations.

Is experience in software QA useful for this position?

Yes, candidates coming from a software QA background who are willing to take on a support role, as well as those from a technical support background looking to shift to a software QA role, are highly desirable.

What are the working conditions for this position?

The position offers a favorable working atmosphere in a rapidly expanding company, with the opportunity for permanent, full-time employment.

Does Tricentis provide opportunities for professional development?

Yes, Tricentis offers exceptional career development opportunities both locally and overseas, along with personal and professional growth.

How is the salary structured for this role?

The salary for this role is market-conform and includes a success-oriented bonus.

What are the core values that guide Tricentis employees?

Tricentis employees are guided by core values that include demonstrating self-awareness, finishing what we start, moving fast, running towards change, serving customers and communities, solving problems together, and thinking big & believing.

Is Tricentis an equal opportunity workplace?

Yes, Tricentis is proud to be an equal opportunity workplace and considers qualified applicants for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or disabilities.

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Tricentis

Tricentis is a global leader in continuous testing and quality engineering.

Technology
Industry
1001-5000
Employees
2007
Founded Year

Mission & Purpose

Tricentis is a software company specialising in continuous testing and quality assurance solutions for enterprise applications. They provide a suite of tools designed to accelerate testing processes, improve software quality, and enhance overall business performance. Tricentis's ultimate mission is to transform how businesses approach software testing by delivering innovative, automated solutions that enable faster, more reliable delivery of high-quality software. Their purpose is to help organisations achieve digital excellence and drive operational efficiency through advanced testing practices, thereby ensuring that applications meet the highest standards of performance and reliability.