Business Analyst / QA Analyst (with Customer Support Focus) OM W2 Remote position

Relevant Experience: 3-5 Years

Key Responsibilities

Business Analysis & QA

• Collaborate with cross-functional stakeholders to elicit, analyze, and document business, functional, and technical requirements.
• Validate requirements and support QA activities to ensure migration readiness and quality standards.
• Maintain accurate documentation of processes, risks, issues, and outcomes throughout the project lifecycle.
• Assist in identifying gaps, dependencies, and improvement opportunities in migration processes.

Customer & End-User Support

• Provide direct end-user support during pre-migration and migration phases via multiple channels (email, calls, chat as applicable).
• Guide users through common upgrade-related tasks (setup, configuration validation, troubleshooting basic issues).
• Proactively reach out to users to validate readiness, technology requirements, and migration prerequisites.
• Respond professionally and empathetically to user inquiries, issues, and concerns, ensuring a positive support experience.
• Escalate complex technical issues to appropriate technical teams while tracking resolution progress.

Communication & Documentation

• Assist with the creation and maintenance of user guides, FAQs, and knowledge base articles.
• Track and report key support metrics (volume, frequency, duration, resolution status) on a daily, weekly, and monthly basis.
• Communicate clearly with both technical and non-technical stakeholders regarding status, risks, and next steps.

Qualifications

Required

• Strong organizational and time-management skills, with the ability to manage multiple tasks concurrently.
• Excellent verbal and written communication skills, especially when interacting with non-technical users.
• Demonstrated customer support or end-user assistance experience (IT support, service desk, application support, or similar).
• Strong attention to detail with solid analytical and problem-solving abilities.
• Ability to work independently and collaboratively in a fast-paced project environment.
• Basic understanding of email systems, end-user technologies, and enterprise IT environments.

Preferred

• Experience in Business Analysis, Quality Assurance, or IT project support roles.
• Familiarity with Microsoft 365 / Outlook environments.
• Experience supporting technology migrations or upgrades.
• Comfort working with ticketing systems, documentation tools, and reporting metrics.

Customer Support Skills Emphasized

• User-focused communication and active listening
• Professional handling of support calls and written requests
• Issue triage, prioritization, and escalation
• Documentation of support interactions and metrics
• Ability to explain technical concepts in simple, user-friendly terms
• Empathy, patience, and service-oriented mindset