At GrubHub, Quality Assurance Specialists do the first level of triage of application bugs. You need to be able to communicate with all walks of life in this role. These issues are requested through many different departments including Customer Service / Account Management / Sales and Marketing, and also through or diners and restaurants.
Main Job Tasks and Responsibilities:
Respond to everyday issues brought up by GrubHub Business teams including Customer Service, Account Management, and Data. Conduct an initial investigation in order to reproduce the issue. Confirm that the issue is not already known and create the new issue in an issue tracking system. Resolve issue if possible, otherwise forward on to our Tech QA group. Always respond to the requester and let them know the status.
Maintain list of known ongoing issues within the GrubHub systems. Work closely with Tech QA group to ensure that high-impact issues are resolved quickly.
Keep abreast of new changes to GrubHub products. This means attending weekly release status meetings and training sessions as necessary.
Keep an open line of communication with tech oncall reps so everyone is on the same page about urgent issues in production
Work with CS / AM Trainers to improve new-hire training , so that frequently asked questions don’t end up in the bug queue.
Work on internal education to allow bug reporters to effectively report issues, with the right level of detail.
Bachelor's degree in a computer related discipline preferred.
Min 1 year experience with supporting users on web based applications. Support for mobile related products a real plus.
Amazing problem analysis and problem-solving skills
Great communication skills--verbal and written
Ability to speak to both technical and non-technical people, and to “translate” between the two groups
Must have strong customer service skills
Preferred experience with a startup culture
Adaptability - You will have to grow as we continue to grow as a business
GrubHub - 10 months ago
"Since starting Grubhub.com we've added cities and staff. We hope that our new friends in San Francisco enjoy delivery as much as we do...