Technical Support Tech

Title: Technical Support Tech
Duration: 6 months
Location: Irvine, CA (Hybrid)
 
Must Have:

• Technical troubleshooting with consumer products 2+ yrs min
• Customer facing experience
• Microsoft Office

 
Job Description:
As an Insights Trial Support Specialist, you will be the critical link between our products and customers. You'll engage directly with participants in Alpha, Beta, and Delta testing programs, reviewing and analyzing their feedback to identify key trends and issues. Your quantitative analysis and detailed reports will inform product improvements and drive engineering priorities. You'll also proactively communicate with testers to encourage participation, survey responses, and feature usage throughout each testing cycle.
 
Key Responsibilities:

• Provide technical, product, and program support in multiple Alpha, Beta, and Delta Programs at a given time.
• Manage participant issues and feedback through various channels; this includes our testing platform, email, and direct message.
• Utilize querying skills to identify and assess diverse metrics for uncovering issue root causes and creating rich reports.
• Identify, aggregate, and report on product trends discovered within the testing programs.
• Write quantitative and qualitative reports on product opportunities to various stakeholder groups.
• Report, escalate, and advise on product issues to various stakeholder groups; including Program Management, Product Management, and Engineering.
• Manage all escalated issues by tracking and gathering required information for engineering team to expeditiously resolve before release.
• Engage testing participants throughout the Trial Program by driving additional feedback, survey responses, and device setup.
• Triage, test, and validate products under development to identify functional and user experience opportunities.

 
Basic Qualifications:

• Bachelor's degree in a relevant field, such as Computer Science, Statistics, related field, or equivalent experience.
• 4+ years of experience in Business Analysis, Quality Assurance, or Product Operations.
• Proficient in SQL with a strong ability to write and optimize queries for data analysis.
• Experience working with various technical teams (product, engineering, and program management).

 
Preferred Qualifications:

• Experience with common programming languages such as Python or Java, with a focus on leveraging scripting languages for data manipulation and analysis in a business context.
• Experience with data analytics, reporting results, and identifying trends in a quantitative manner.
• Experience conducting User Acceptance, A/B, Alpha, or Beta Testing.
• Experience with any of the following: Jira, Confluence, Microsoft Excel, Tableau, Splunk, and Qualtrics.
• Proven excellent written and verbal communication skills.
• Impeccable organization skills with an acute attention to detail.
• Ability to act quickly, demonstrate bias for action, and embody ownership of situations.
• Knowledge of Ring and Amazon Products, Features, or Services.

Note: The Company is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAhr@spectraforce.com. 

 

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $30.00/hr.