QA Customer Response Engineer

1 month ago

Sterling, United States ORBCOMM Full time
Job DescriptionJob Description

A little bit about the role:

ORBCOMM is a leading global provider of industrial Internet of Things (IoT) and Machine-to-Machine (M2M) communication solutions that remotely track, monitor and control fixed and mobile assets. We are looking for a QA Customer Response Engineer to join our Quality Assurance team in Sterling, Virginia. The individual will work alongside the broader Engineering and Customer Experience teams as the primary escalation point to ensure customer issues are investigated and resolved in a timely manner while providing ongoing updates on critical issues.

Roles and Responsibilities:

  • Act as the primary escalation point for the Customer Experience team into Engineering and Product Development.
  • Manage priority issues escalations to ensure timely resolution and updates to stakeholders, including developing and maintaining timelines.
  • Prepares communications, remarks, updates, reports, presentations, and meeting materials for the Sr. Director of Quality Assurance and Executive Leadership Team
  • Improve T3 case aging metrics and ensure timely investigation and resolution of all issues.
  • Analyze customer issues and trends to help drive areas of focus to reduce T3 ingest rates.
  • Collaborate with QA leads and external stakeholders to ensure systemic issues coming into Customer Experience are tracked and resolved.
  • Proactively look for opportunities to improve the quality of ORBCOMM products.

Desired Qualifications and Experience:

  • A degree in Computer Science/Software Engineering/Electrical Engineering or equivalent
  • 5 years equivalent work experience in development, QA, and/or maintenance of software applications
  • Strong customer service orientation.
  • Excellent written, oral, interpersonal, and presentational skills.
  • Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
  • Experience working in a team-oriented, collaborative environment.
  • Knowledge of Agile/Scrum methodologies and experience working in an Agile development environment.
  • The ability to absorb new ideas and concepts quickly. Good analytical and problem-solving abilities.
  • The ability to effectively prioritize and execute tasks in a high-pressure environment.

Additional Strengths:

  • Experience with Microsoft PowerBI or other data visualization tools.
  • Experience using automated test tools such as Selenium and Python scripting.
  • An understanding of SQL and a working knowledge of Oracle and/or MariaDB databases.

About ORBCOMM Inc.

ORBCOMM is a pioneer in IoT technology, empowering customers with insight to make data-driven decisions that help them optimize their operations, maximize profitability, and build a more sustainable future. With 30 years of experience and the most comprehensive solution portfolio in the industry, ORBCOMM enables the management of over a million assets worldwide for a diverse customer base spanning transportation, supply chain, heavy equipment, maritime, natural resources, and government. For more information about how ORBCOMM is driving the evolution of industry through the power of data, visit www.orbcomm.com.

Interested?

At ORBCOMM, we believe that our people are our strength. Our success stems from our ability to attract and retain the best people who deliver a high level of performance and skill.

If you are looking for a significant career opportunity and the chance to work for an established, successful, and high growth company, ORBCOMM is the ideal place for you.

We are committed to employment equity. ORBCOMM would like to thank all applicants in advance and advise them that only candidates selected for an interview will be contacted.

ORBCOMM is committed to providing accommodations for persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.


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