About this role
What this Job Entails:
The Feedback Moderator II is responsible for monitoring and responding to tester feedback groups including providing technical support, triaging of issues, reporting bugs and escalating issues.
Scope:
• Works on assignments that are moderately difficult, requiring judgment in resolving issues
• Requires some instruction on new assignments and infrequent checks on daily work
Your Roles and Responsibilities:
• Provide periodic reporting of volume and status of feedback reports, including google group feedback and issues reported on bugs.
• Share product, program and process knowledge with other team members to help knowledge growth.
• Answer questions from testers and follow through to investigate issues and track root causes.
• Track issues to identify gaps over time and highlight those issues to PgM lead.
• Create better documentation around our processes and resources.
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Required Qualifications/Skills:
• Associate's degree (A.A) or equivalent from two-year college or technical school and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience
• Exercises judgment within defined procedures and practices to determine appropriate action
• Organized and detail oriented
• Excellent customer support skills
• Strong problem solving and writing skills is a must
• Excellent critical thinking skills
• Capacity to manage high pressure, short timelines and willingness to be flexible
• Team collaboration skills
• Strong multi-tasking skills and ability to adapt to rapidly changing development project
• Knowledgeable of Google products and Google Sheets
• Must be reliable and have an excellent work ethic
Preferred Qualifications:
• Excel skills
Physical Demand & Work Environment:
• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
Salary Range $17.36 - $27.40 USD (Hourly) • Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit. • Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:
• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC
• Nationwide Vision provided by UHC
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program provided by Goomi Group
• Employee Assistance Program
• Wellness Days 401k Plan
• Basic and Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law