Overview
About the Role
We’re looking for a detail-oriented quality assurance and support specialist who thrives at the intersection of developing a clear, technical understanding and communicating it to our customers. This is a dual-function role — you’ll spend your time manually testing our behavioral health web applications to verify feature requirements and catch bugs before releases and resolve issues with customers as they arise. If you love breaking things before others do and helping people when things go wrong, this role was built for you.
This is a highly inter-personal role- interfacing with developers in a technical role and customers in a support role. You must be genuinely comfortable doing both.
What You’ll Do
Quality Assurance (approx. 50% of your time):
- Conduct manual application testing across features, regression cycles, and feature builds
- Write clear, reproducible bug reports in Jira with steps to reproduce, expected vs. actual behavior, and relevant screenshots
- Document test plans and results in Confluence and Jira to keep the team aligned
- Collaborate with developers via Slack to triage and verify bug fixes
- Flag edge cases and usability issues proactively — not just what’s broken, but what’s confusing
Customer Support (approx. 50% of your time):
- Respond to customer inquiries through Zendesk tickets, email, and phone calls
- Diagnose reported issues and determine whether they’re user error, configuration problems, or genuine bugs
- Explain product functionality in the context of what the customer is actually trying to accomplish
- Escalate confirmed bugs into Jira with full context for the QA/dev team
- Maintain support documentation in our applications to enable self-service and reduce repeat tickets
- Develop instructive videos and documentation for users
What We’re Looking For
- Bachelor’s degree (preferably in public health or social sciences)
- 1+ year of customer-facing experience
- Proficiency using web-based applications (Slack, Jira, Confluence, Google Suite, Zendesk)
- Strong written and verbal communication — you’ll write bug reports, support replies, and internal docs daily, as well as daily calls with technical team members.
- Comfortable on the phone and video calls
- High attention to detail and a knack for finding the unexpected edge case
- Self-directed and organized — remote work here means owning your tasks
- Team player — you support your teammates’ work and loop teammates in to support your work
Tools You’ll Use
- Bug Tracking: Jira
- Documentation: Confluence and Google Suite (Docs, Sheets, Drive, Gmail)
- Team Communication: Slack and Zoom
- Customer Support: Zendesk (tickets), email, and phone
- Testing Approach: Manual testing — no automation background required
Remote Work Details
- Must be available during business hours: 8:00 AM – 5:00 PM PST, Monday through Friday
- Must be located in the United States
- Reliable high-speed internet connection required
- Workstation will be provided
- Our team communicates primarily over Slack and Zoom
This Role May be a Good Fit If…
You want your technical skills to support work that improves people’s lives
You enjoy riddles, puzzles and mysteries
You’re capable of making complex issues approachable for anyone
You’re skilled at understanding customer needs — sometimes before they even do
You prefer variety in your tasks for the day — this role involves frequent context-switching between testing and tickets
Submit a resume via email to info@collaborateandgrow.com
About Collaborative Planning Group Systems, Inc.
CPGSI is a behavioral health technology company that provides states, prevention providers and prevention coalitions throughout the country with customized, state-of-the-art data collection systems to report on prevention data.
