Support Specialist - QA Focus

Washington, DC - USA

Posted 2012-07-11 - Requisition No. 33843

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The Company

Bloomberg, the global business and financial information and news leader, gives influential decision makers a critical edge by connecting them to a dynamic network of information, people and ideas. The company's strength - delivering data, news and analytics through innovative technology, quickly and accurately - is at the core of the Bloomberg Professional service, which provides real time financial information to more than 300,000 subscribers globally. Bloomberg's enterprise solutions build on the company's core strength, leveraging technology to allow customers to access, integrate, distribute and manage data and information across organizations more efficiently and effectively. Through Bloomberg Law, Bloomberg Government and Bloomberg New Energy Finance, the company provides data, news and analytics to decision makers in industries beyond finance. And Bloomberg News, delivered through television, radio, mobile, the Internet and two magazines, Bloomberg Businessweek and Bloomberg Markets, covers the world with more than 2,300 news and multimedia professionals at 146 bureaus in 72 countries. Headquartered in New York, Bloomberg employs more than 13,000 people in 185 locations around the world.

The Role

Bloomberg has created a new web-based information product that will report on, analyze and quantify the impact of government actions on business and industry. Bloomberg Government brings the same unparalleled level of fact-based, objective reporting and analysis to policymaking as it has provided to the financial community for the past 30 years.

In the Support Specialist-QA Focus role, you will gain a comprehensive introduction to our product and, our clients, as well as insight into the aspects of government that affect businesses. It is a fast-paced environment and requires the ability to multi task. Excellent communication and problem-solving skills are necessary to be successful in this role. The ideal candidate will ensure that the BGOV site is performing as designed and that all interactions with customers are resolved in a prompt, professional and personable manner. The Specialist diagnoses, troubleshoots and documents the results of all testing. Additional responsibilities include working with customers to answer questions and resolve problems, communicating with R&D, Design and Sales to report on case progress, case resolution, usage issues and product improvements.

The Specialist will:

  • Test the sites functionality in both internal and client facing environments.
  • Track and document all defects, providing suggestions for improvement
  • Track and report all customer inquiries and resolutions
  • Develop an expertise in our services and products to provide prompt and accurate responses to customer inquiries
  • Provide exceptional first point-of-contact customer service by supporting customers in their use of the Bloomberg Government web subscription service
  • Work a 10A 7P shift

Qualifications

  • A degree in an IT or business related field or equivalent experience
  • Customer service or related experience handling client inquiries
  • Prior experience in a quality assurance role preferred
  • Experience with automated test tools including scripting and execution
  • Excellent internet and operating system skills
  • Desire to succeed in a demanding, innovative, and entrepreneurial environment
  • Fluency in English, verbal and written
  • Strong telephone etiquette and a professional demeanor
  • Excellent verbal and written communication skills, including defect documentation experience
  • Experience supporting an analytical and data driven website
  • Multi-tasking skills and ability to remain effective and patient under pressure
  • Strong problem solving and prioritization skills
  • Potential to work weekends and holidays
  • Comfortable managing customer inquiries from a variety of channels (phone, e-mail, chat, etc)
  • DC savvy, familiarity with Federal Government contracting, legislative & constituent affairs, commercial governmental affairs depts. and/or lobbying organizations a plus
  • Accustomed to an "open door" office setting

Sorry, we are no longer accepting applications for this job.