Software Quality and Support Specialist

Points North • Bloomington, MN

19d • $55,000 - $70,000

About The Position

Points North is creating this role to support and safeguard ACA Reporter, Who's Where, and Attendance Advisor. The specialist divides their time between helping customers resolve issues and testing products before release. They troubleshoot customer problems, translate customer feedback into actionable input for the product team, and validate new features and fixes to confirm they work as intended.

The role combines frontline client-facing software support, functional quality assurance, and cross-functional collaboration. It involves investigating and resolving software questions, documenting and escalating issues, developing and executing tests, validating changes, maintaining test and knowledge resources, and communicating support and testing priorities, risks, and outcomes to stakeholders. The specialist also follows security, privacy, documentation, and change-management practices when handling customer and test data.

The position requires a commitment to customer experience and software quality, strong troubleshooting, clear communication, attention to detail, and the ability to balance competing priorities. Points North describes its workplace as energizing, ambitious, and supportive. The base salary is $55,000–$70,000 per year, with annual bonus eligibility; final compensation depends on experience, skills, and role responsibilities.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent relevant experience.
• At least 2 years of experience in software support, technical customer service, software quality assurance, or a similar role.
• Demonstrated 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.
• Technical aptitude and experience supporting or testing software.

Nice To Haves

• 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.

Responsibilities

• Provide timely, professional support to customers using ACA Reporter, Who's Where, and Attendance Advisor through established support channels.
• Investigate, troubleshoot, and resolve software questions and issues involving functionality, configuration, data, workflows, and system use.
• Communicate issue status, resolution steps, workarounds, and next actions to customers and internal stakeholders.
• Record customer interactions, troubleshooting, root causes, and resolutions in the support ticketing system.
• Prioritize and escalate defects, data concerns, and complex technical issues based on 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 support 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 features, enhancements, bug fixes, and configuration changes in appropriate test environments before release.
• Document defects with reproduction steps, expected and actual results, severity, supporting evidence, and relevant environment details.
• Retest resolved defects and check for 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 development.
• 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.
• Build working knowledge of product capabilities, customer use cases, integrations, and applicable business processes.

Benefits

• Medical, dental, and vision insurance plans.
• Employer-matching contributions to a SIMPLE Traditional and/or Roth IRA plan.
• Generous paid time off.
• Paid holidays.
• Volunteer Time Off (VTO).
• 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
• Career Level: Mid Level