Quality and Support Analyst

The Company
Market Access Transformation (MAT) revolutionizes the way advice is exchanged between healthcare stakeholders including Payers, manufacturers, and the investment community. We have recently launched our first product, Rapid Payer Response™ (RPR), a revolutionary (online) platform which enables the manufacturer to seek ‘on demand’ Global payer feedback in an average of 5 days

The Team
RPR™ is developed and maintained by a small and growing agile technology team. We work remotely with UK core hours and hold daily agile stand-ups over Zoom. We work closely together, communicating frequently throughout the day using a combination of Slack, Zoom and e-mail. We combine a relaxed and friendly culture with a commitment to delivery – we do what we say and say what we do.

Job Description
Reporting to the Head of Technology, the Quality and Support Analyst will:

  • Play an important role in developing and maintaining MAT’s RPR™ portal

  • Work as part of our growing development team with experienced analysts, engineers and developers

  • Work to support our users and ensure all our technology is tested and meets the highest levels of quality

  • Learn all about the RPR™ portal and become an advocate for other users while focusing on constantly improving the user experience

Responsibilities

  • Support the Head of Technology, the Senior Business Analyst and stakeholders throughout MAT

  • Provide first-line technical assistance and support for Client, Payer and internal MAT operations users as they access the RPR™ portal

  • Provide answers to users by identifying problems, researching answers and guiding users through corrective steps

  • Record issues and track resolution working closely with the development team

  • Learn about for new features as these are delivered and provide training and guidance for users when needed

  • Perform detailed user testing of components, products and technologies delivered by the MAT Technology team

  • Write test cases and manage test plans

  • Work with the development team to ensure Automated testing is in place wherever possible

  • Monitor and maintain the live RPR™ platform

  • Contribute your own ideas and work with everyone at MAT to build and enhance our product

  • Communicate clearly and work collaboratively

  • Give your opinion and listen to others

Experience and Expertise

  • Experience of help desk or IT support in a technical start-up

  • Problem solving and issue resolution

  • A high standard of written and verbal communication for a professional B2B environment

  • Attention to detail

  • Experience of performing testing and quality assurance in a software development team

  • Experience of using issue and feature tracking and project management tools such as Jira Software, Jira Service Desk, Bugzilla or Trac

  • Ability to work well both on your own and within a small technology team

  • Ability to work well remotely and face-to-face

  • Experience of working in a start-up software development environment

Travel: Occasional international travel

Permanent

Location: Gurgaon, India