Software Quality and Support Specialist

Points North • Bloomington, MN

13d

About The Position

Points North is creating this role to support and safeguard ACA Reporter, Who's Where, and Attendance Advisor. The Software Quality and Support Specialist splits time between customer support and software quality assurance: troubleshooting customer issues, translating customer feedback into actionable input for the product team, and validating features and fixes before release.

The role provides frontline support through established channels, investigates issues involving product functionality, configuration, data, workflows, and system use, and communicates status, resolutions, workarounds, and next steps. It also performs functional, regression, integration, exploratory, and user acceptance testing; documents and retests defects; maintains test and release-validation materials; and participates in release readiness activities. The specialist collaborates across Customer Success, Product, Engineering, and other teams to improve customer experience and product quality while following security, privacy, documentation, and change-management practices.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent and relevant experience.
• At least 2 years of experience in software support, technical customer service, software quality assurance, or a similar role.
• Ability to troubleshoot software issues methodically and explain technical information to non-technical users.
• Experience documenting support cases, defects, test cases, or process instructions accurately and clearly.
• Strong attention to detail, analytical thinking, problem-solving, and follow-through.
• Effective written and verbal communication skills, including professionally managing sensitive or high-impact customer situations.
• Ability to manage competing priorities, work independently and collaboratively, and adapt to changing business needs.
• Commitment to delivering an excellent customer experience and high-quality software.

Nice To Haves

• Technical aptitude and experience supporting or testing SaaS, workforce management, attendance, scheduling, HR, payroll, compliance, or reporting software.
• Familiarity with defect tracking, test management, customer support, or knowledge management tools.
• Experience testing web applications across browsers, devices, roles, permissions, and data scenarios.
• Working knowledge of software development and release processes, including Agile practices.
• Experience using basic data analysis or database query tools to investigate issues and validate results.
• Familiarity with Affordable Care Act reporting concepts or other compliance-driven software.
• Curiosity and a growth-oriented mindset.

Responsibilities

• Provide timely, professional customer support for ACA Reporter, Who's Where, and Attendance Advisor through established support channels.
• Investigate, troubleshoot, and resolve customer questions and issues involving software functionality, configuration, data, workflows, and system use.
• Communicate issue status, resolution steps, workarounds, and expected next actions to customers and internal stakeholders.
• Document customer interactions, troubleshooting, root causes, and resolutions in the support ticketing system.
• Prioritize and escalate defects, data concerns, and complex technical issues according to business impact, urgency, and service expectations.
• Identify recurring questions and trends and recommend improvements to products, user guidance, training, or internal processes.
• Create and maintain customer-facing and internal knowledge resources, including FAQs, troubleshooting guides, and standard support procedures.
• Partner with Customer Success, Product, Engineering, and other teams to provide a consistent customer experience.
• Review requirements, user stories, acceptance criteria, and reported issues to develop test scenarios and test cases.
• Perform functional, regression, integration, exploratory, and user acceptance testing across supported products.
• Validate new features, enhancements, bug fixes, and configuration changes in appropriate test environments before release.
• Document defects with reproduction steps, expected and actual results, severity, evidence, and environment details.
• Retest resolved defects and verify that changes do not cause unintended impacts in related workflows or products.
• Maintain test cases, regression suites, test data, and release-validation documentation.
• Participate in release readiness activities and communicate testing progress, risks, defects, and recommendations.
• Advocate for customer usability, accessibility, data integrity, and product quality throughout the development lifecycle.
• Translate customer feedback and support trends into actionable input for product planning and quality improvements.
• Participate in product demonstrations, release reviews, team meetings, and process-improvement initiatives.
• Balance daily support demand with planned testing commitments and communicate conflicts and risks early.
• Follow security, privacy, documentation, and change-management practices when handling customer and test data.
• Develop working knowledge of product capabilities, customer use cases, integrations, and applicable business processes.

Benefits

• Comprehensive medical, dental, and vision plans.
• Employer-matching contributions to a SIMPLE Traditional and/or Roth IRA plan.
• Generous paid time off.
• Paid holidays.
• Volunteer Time Off.
• Professional development opportunities, including training and certifications.
• Remote or hybrid arrangements may be available depending on the role and business needs.
• Annual bonus eligibility.

What This Job Offers

• Job Type: Full-time