Quality Assurance Technical Support Specialist

hace 6 días


San José, San José, Costa Rica Officespace Software A tiempo completo

Company Overview

OfficeSpace is a leading workplace management software company that empowers businesses to thrive. Our innovative platform, intuitive experience, and invested team enable us to deliver exceptional results.

We serve a diverse range of customers, from fast-growing technology companies to traditional enterprise clients transitioning to modern workplace infrastructure. Our goal is to create a better place for everyone, especially our own teammates.

With over 200 employees across the US, Costa Rica, and Canada, we're committed to building a culture of trust, respect, collaboration, and creativity.

Job Description

The QA Software Support Specialist works within the Client Experience Organization, responsible for reviewing and evaluating cases, implementation timelines, and updates handled by the Client Engagement, Project Management, and Back Office Teams.

This role requires maintaining a high level of support quality across teams, ensuring customers receive an excellent client experience regardless of the agent or support channel used.

Key Responsibilities:

  • Perform daily reviews of cases, implementations, and floor plan cases based on internal standards and KPIs.
  • Provide meaningful and constructive feedback to the Client Engagement, Project Management, and Back Office Teams.
  • Keep the Quality Assurance Supervisor informed of daily operations and ensure work is reviewed and prioritized accordingly.
  • Identify training needs and areas of improvement on an individual and team level to ensure company-wide compliance.
  • Contribute to team culture in a positive manner through coaching, mentoring, and knowledge documentation.
  • Foster a customer-driven culture dedicated to ensuring the best possible client experience.

Required Skills and Qualifications

To succeed in this role, you'll need:

  • B2-C1 English Level according to the CEFR or equivalent frameworks.
  • Progressive experience in client-facing roles where improving customer satisfaction was demonstrated.
  • Proficiency in MS Office, particularly Excel, Word, and PowerPoint.
  • Adeptness in Google Suite productivity tools - Drive, Gmail, Calendar, and others.
  • Experience with employee coaching and development through constant feedback delivery.
  • Ability to analyze data and client interactions to check for errors and inaccuracies.

Benefits

We offer competitive compensation packages, benefit options, and leave policies. Our fully integrated hybrid work environment allows you to work remotely or at one of our offices in Victoria, Canada; Atlanta, USA; or Escazu, Costa Rica.

We value trust above everything else, trusting our employees to take ownership of their work and set themselves up for success.

We celebrate our wins and recognize those who go above and beyond. Work-life balance is critical, and we encourage taking time off when needed.

We like to have fun together, whether it's virtual happy hours, company-wide contests, or in-person holiday parties.



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