Quality Assurance / Technical Support Specialist

at  Trubicars Ltd

Trubicars Ltd is a leading developer of eLearning driver education courses, empowering driving schools across Ontario with innovative online solutions. We design, develop, and host high-quality courses, providing students with exceptional learning experiences and supporting driving schools with robust digital tools.
We are currently seeking a Quality Assurance / Technical Support Specialist to join our growing team. This role is ideal for a tech-savvy and detail-oriented professional with a strong passion for delivering excellent user experiences and ensuring the highest standards of quality in our services.

QUALIFICATIONS:

• Education: High school diploma or equivalent required; post-secondary education in IT, Customer Support, Quality Assurance, or a related field is an asset.
• Experience: 1-3 years of experience in technical support, software testing, or a related role. Familiarity with eLearning platforms or learning management systems (LMS) is a strong asset.
• Skills:
• Exceptional troubleshooting skills and the ability to explain technical concepts to non-technical users.
• Strong attention to detail for identifying and resolving issues in courses and systems.
• Proficiency in Microsoft Office Suite, with familiarity in ticketing or customer relationship management (CRM) systems.
• Excellent written and verbal communication skills.
• Basic understanding of quality assurance principles and tools is an asset.
• Attributes:
• Commitment to providing outstanding technical support with a user-focused approach.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Strong team player with a proactive and problem-solving mindset.

ELIGIBILITY REQUIREMENTS:

• Must be a Canadian Citizen or Permanent Resident.
• No students, please. This position is not open to individuals with study permits or other temporary statuses.
  Job Type: Full-time
  Pay: From $17.20 per hour
  Expected hours: 37.5 per week

Schedule:

• Evening shift
• Monday to Friday
• Weekends as needed

Experience:

• IT support: 1 year (preferred)

Licence/Certification:

• CompTIA A+ (preferred)

Work Location: In perso

• Serve as the first point of contact for technical inquiries from students, instructors, and partner schools, providing responsive and professional support via phone, email, and online helpdesk systems.
• Troubleshoot and resolve user issues related to eLearning platforms, such as account access, course progress, and system navigation.
• Test eLearning course materials and platform functionalities to identify potential issues or bugs, ensuring smooth operations and exceptional user experiences.
• Document and monitor reported issues, providing detailed descriptions and collaborating with the development team to implement fixes and improvements.
• Conduct regular audits of the platform and courses to ensure quality standards, accurate content, and accessibility compliance.
• Create and maintain user guides, FAQs, and instructional materials to assist students and driving schools in navigating the platform.
• Proactively monitor system performance and user feedback to identify recurring issues and recommend system enhancements or process improvements.
• Educate users on platform features and functionalities, offering tips and solutions to maximize efficiency and satisfaction.
• Collaborate with the curriculum and development teams to ensure courses are functional, engaging, and error-free.
• Provide support for onboarding new partner schools, ensuring a smooth transition to using Trubicars’ platform.