POSITION DESCRIPTION:
Customer Support & Quality Assurance Specialist
Effective: July 2026
Type: Full-time, Exempt
Reports to: Director of Learning
Role Overview
The Customer Support & Quality Assurance Specialist serves as the first line of support for erepio customers and plays a critical role in delivering a high-quality user experience.
This role is responsible for responding to customer inquiries, managing support requests, maintaining support resources, and ensuring customers receive timely, professional assistance. The position also supports software quality assurance by testing new features, documenting bugs, and helping ensure platform updates are stable and ready for release.
Working closely with the Director of Learning, Director of Program Operations, Software Development, and other internal teams, this position helps improve customer adoption, product quality, and the overall customer experience as erepio continues to grow.
Scope of Work
Responsibilities include, but are not limited to:
Customer Support
- Serve as the primary point of contact for schools, educators, administrators, employers, students, and other erepio users.
- Respond promptly to customer questions with professionalism, empathy, and clear communication.
- Create, manage, and track customer support tickets through resolution.
- Triage customer issues and escalate technical problems or product defects to the appropriate internal team.
- Follow up with customers to confirm issues have been resolved and ensure a positive support experience.
- Maintain accurate support records within CRM and ticketing systems.
- Identify recurring customer questions and recommend opportunities for process or product improvements.
Knowledge Base & Customer Resources
- Create, update, and maintain the erepio knowledge base and support site.
- Develop FAQs, troubleshooting guides, and step-by-step support documentation.
- Update customer-facing resources as new features and workflows are released.
- Collaborate with the Director of Learning to align support materials with training and onboarding resources.
- Improve customer self-service resources while maintaining a high-touch customer experience.
Quality Assurance
- Perform quality assurance testing for new software features, enhancements, and releases.
- Execute testing scenarios from the customer perspective to validate functionality and usability.
- Document bugs, unexpected behavior, and user experience concerns with sufficient detail for the development team.
- Retest resolved issues and verify functionality prior to production releases.
- Assist with release readiness by maintaining testing documentation and checklists.
Continuous Improvement
- Monitor customer feedback and identify trends impacting customer satisfaction and product adoption.
- Share customer insights with leadership, training, and software development teams.
- Recommend improvements to customer support processes, documentation, and platform usability.
- Contribute to a culture of responsiveness, accountability, and continuous improvement.
- Perform other related duties as assigned.
Key Qualifications and Personal Attributes:
Education:
Bachelor's degree preferred or equivalent combination of education and relevant professional experience.
Experience and Skills:
- Two or more years of experience providing customer support for software, SaaS platforms, education technology, or similar technology-based products.
- Experience using CRM, ticketing, or customer support systems.
- Experience creating knowledge base articles, FAQs, or technical documentation.
- Understanding of software quality assurance principles, including testing workflows and documenting defects.
- Excellent written and verbal communication skills.
- Strong attention to detail and organizational skills.
- Ability to explain technical concepts in clear, user-friendly language.
- Ability to manage multiple priorities while maintaining a high level of customer service.
- Strong problem-solving skills and the ability to work independently while knowing when to escalate issues.
- Commitment to providing exceptional customer service.
Preferred Qualifications:
- Experience supporting K–12 education technology, workforce development platforms, or student information systems.
- Experience with Salesforce or comparable CRM platforms.
- Experience using ticketing platforms such as Zendesk, HubSpot Service Hub, Freshdesk, Intercom, or Jira Service Management.
- Experience writing user guides, SOPs, release notes, or training documentation.
- Experience performing software testing in staging or beta environments.
- Familiarity with work-based learning, career pathways, internships, apprenticeships, or Indiana education and workforce systems.
- Experience working in a startup or rapidly growing technology environment.
What Success Looks Like:
- Customers receive timely, professional, and effective support.
- Support requests are accurately documented, managed, and resolved.
- Customer satisfaction and platform adoption continue to improve.
- The knowledge base remains accurate, current, and valuable to users.
- Software releases are thoroughly tested before deployment.
- Bugs and usability issues are documented clearly and communicated effectively.
- Customer feedback informs ongoing product improvements and training resources.
- erepio is recognized as responsive, reliable, and committed to delivering an exceptional customer experience.
E-REP is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.
About the Evansville Regional Economic Partnership:
The Evansville Regional Economic Partnership (E-REP) was formed on April 1, 2021 as a result of a strategic alignment of three existing business organizations serving the Southwestern Indiana area – Southwest Indiana Chamber of Commerce (Chamber), Economic Development Coalition of Southwest Indiana (EDC) and the Growth Alliance for Greater Evansville (GAGE) as well as two separate Foundations—Southwest Indiana Chamber Foundation, Inc. and Quad County Development Commission, Inc. This unique and innovative partnership, which includes a 1,500-member Chamber of Commerce and Southwest Indiana’s two leading economic development organizations, represents a comprehensive approach to support the business community. The primary mission of E-REP is to encourage business attraction and expansion, job creation, and business investment to foster and promote a thriving economy throughout Southwest Indiana. By aligning the three organizations and the two foundations, E-REP provides a more comprehensive set of supports and services and is as the single point of contact for companies looking to locate or expand in Southwest Indiana. In addition, through effective and ongoing advocacy efforts, E-REP represents a powerful voice in promoting policies that foster a more business friendly environment throughout the region. The regional partnership with the Indiana Small Business Development Center continues with E-REP. Guiding Principles for E-REP:
- Operates regionally
- Commitment to equitable prosperity
- Small business is front and center
- Leverage the unique value of both the public and private sectors in delivering success
- Advances regional prosperity and global relevance
More information can be found at https://evansvilleregion.com
Job Type: Full-time
Pay: From $52,000.00 per year
Benefits:
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
