Testing & Customer Support Specialist

About the Role

Invictus is seeking a dedicated Testing & Customer Support Specialist for their product, Reach For Sure. This hybrid role involves being the primary point of contact for users and a quality gatekeeper for the platform. The goal is to ensure a seamless client experience and proactively identify and address issues.

Key Responsibilities

Quality Assurance & Testing

• Conduct manual testing of the Reach For Sure web dashboard and mobile applications (Android/iOS) before releases or updates.
• Replicate user-reported issues, document "steps to reproduce," and log detailed bug reports for the engineering team.
• Test and verify that bug fixes and product updates function correctly across various devices, network conditions, and user roles.
• Test core operational workflows in staging environments to ensure an intuitive user experience.

Client & User Communication

• Serve as the primary contact for clients and field users via phone, email, and live chat.
• Provide user onboarding and training for fleet managers and field teams on the mobile app and administrative dashboard.
• Gather and present user feedback, feature requests, and pain points to the product team.

Platform Assistance & Problem Solving

• Assist clients with core platform features, including compliance document uploads, dynamic form submissions, and approval workflows.
• Triage user issues regarding GPS tracking or app behavior, provide basic troubleshooting, and escalate confirmed bugs to engineering.
• Create, update, and maintain external knowledge base articles, FAQs, and user guides.

Requirements & Qualifications

Experience & Background

• 0-2 years of experience in a hybrid role, Customer Support, QA (Quality Assurance), or Software Testing.
• Experience supporting and manually testing SaaS platforms, web dashboards, and mobile applications (iOS and Android).
• Bonus: Familiarity with logistics, fleet management, or industrial safety sectors.

Core Skills

• Exceptional communication (written and verbal).
• High attention to detail.
• Empathy and patience when interacting with users.
• Problem-solving mindset.

Tools & Technology

• Experience with bug tracking and project management tools.
• Basic understanding of mobile app environments and simulating different user conditions.