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Quality Assurance Tech Support (7308U) - 50516

About Berkeley

At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.

We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu.

Departmental Overview

The Berkeley School of Education is a professional school that offers doctoral degrees with 4 concentrations, master's degrees, master's/credential programs, and an undergraduate minor degree. The school enrolls slightly under 300 graduates and about 300 undergraduates annually. Including visitors, the staffing headcount total about 500. In addition to research, the school is highly visible in its international, national, state-wide and local outreach, professional development, and enrichment programs.

The Quality Assurance Tech Support Representative position is needed to provide technical customer care support to the increasing number of users of our proprietary computer programs as well as take ownership of all testing-related tasks. Recurring tasks include monitoring of user account issues, responding to client support requests, writing and maintaining a user manual and FAQs, creating and maintaining automated tests, manual testing of new features, and conducting regression testing and sanity checks on RESTful APIs and web applications. This position also requires troubleshooting usage issues and logging clear and concise reports in a defect management system. This role will also test new features and coordinate with the computer applications developers.

Application Review Date

The First Review Date for this job is: 03/30/2023.

Responsibilities

Customer and Technical Support

• Investigate, troubleshoot, triage, resolve, and respond to client support issues.
• Attend client and project planning meetings.
• Communicate client requests or issues to team.
• Provide technical support to client customer care personnel as needed.
• Investigate and assess and then resolve reported issues as independently as possible.
• Debug reported issues to provide background to team.
• Troubleshoot reported issues and log clear and concise reports in project/defect management software.
• Maintain Tech Support help desk.

Data Management

• Update applications content and data through website and other systems.
• Create reports/sheets derived from database and other sources.
• Create and update client/user-facing documentation (User Manuals, FAQs, etc.).

Data Management

• Update applications content and data through website and other systems.
• Create reports/sheets derived from database and other sources.
• Create and update client/user-facing documentation (User Manuals, FAQs, etc.).

Quality assurance and testing

• Research root causes for application issues/bugs in production systems.
• Test outgoing development features and verify that application features are working as intended.
• Conduct regression testing and sanity checks on web APIs and applications regularly.
• Update and refresh regression testing suite.
• Develop, maintain and execute end to end automated tests.
• Create and update internal documentation (Knowledge Base, Use Case specifications, etc.).

Personal Development

Required Qualifications

• Understanding of how computer software applications and databases operations.
• Excellent written and verbal communication skills.
• Detail oriented with strong customer service skills.
• Ability to develop creative solutions to problems and systematically document the findings.
• Experience working in a collaborative environment with the ability to take ownership and shift priorities as needed.
• Experience with defect tracking/ project management software such as JIRA (preferred), Asana,
• Pivotal Tracker, GitHub Projects, Axosoft, Trello etc.
• Experience with automated testing tools/suites such as Postman, Selenium, Jasmine, etc.
• Ability to learn new technical skills including programming languages, testing tools, document/content management, project management methodologies.
• Able to learn effectively and meet deadlines.
• Bachelor's degree in related area and/or equivalent experience/training.

Preferred Qualifications

• Basic knowledge of some programming/scripting languages, knowledge of or exposure to Ruby/Python/JavaScript and SQL.
• Experience with Git and GitHub and process of versioning management.

Salary & Benefits

This is a 100% full-time (40 hrs a week) non-exempt career position, which is paid hourly and eligible for full UC Benefits.

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted salary or hourly range that the University reasonably expects to pay for this position is $32.10 - $42.62.

How to Apply

• To apply, please submit your resume and cover letter.

Other Information

• This is not a visa opportunity.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Equal Employment Opportunity

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant, please see the U.S. Equal Employment Opportunity Commission poster.



For the complete University of California nondiscrimination and affirmative action policy, please see the University of California Discrimination, Harassment, and Affirmative Action in the Workplace policy.



To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucb/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=21&JobOpeningId=50516&PostingSeq=1