Job Description

Candide is seeking a dynamic, detail-oriented, and proactive Quality Assurance & Support Analyst to join our team. In this dual-role position, you will manage customer support requests and assist with testing and quality assurance (QA) processes for our e-commerce platform. You will bridge the gap between customer feedback, support, and product functionality, ensuring timely resolution of issues and high-quality software delivery.



This role is suited to someone who thrives in a dynamic environment, enjoys collaborating with cross-functional teams, and has a keen eye for detail in both problem-solving and testing.

Required Skills & Qualifications

Strong problem-solving skills with the ability to quickly understand and resolve customer issues.

Excellent written and verbal communication skills, with a solutions-oriented approach.

Meticulous attention to detail in testing, troubleshooting, and documentation.

Comfortable working with software applications, performing basic troubleshooting, and navigating technical environments.

Ability to manage multiple tasks simultaneously and to prioritise effectively in a fast-paced environment.

Strong organisational skills and the ability to handle a high volume of requests.

Ability to collaborate effectively with cross-functional teams.

Comfortable in a dynamic and evolving work environment, responding to varying client needs and product requirements.

Additional Skills

Exposure to software testing, UAT, or related QA concepts.

Familiarity with issue tracking or project management tools, such as Jira or Trello.

Understanding of e-commerce workflows through experience or academic projects.

Introductory knowledge of SQL, APIs, or web technologies.

Interest in agile ways of working and cross-functional collaboration.

Recent graduate or final-year student in computer science, engineering, information systems, or related fields are welcome.

Key Responsibilities

Customer Support & Support Triaging

Act as the primary point of contact for customer support enquiries, handling tickets, emails, and calls professionally and promptly.

Investigate and resolve customer issues related to the backend (order management, shipments, customers) and the frontend (online shop) functionality.

Reproduce, validate, and triage reported issues from customers and support teams.

Escalate unresolved or complex queries to the Product Owner or development teams.

Track support requests in a structured ticketing system and document issues with accurate details and clear solutions.

Create knowledge base articles and Frequently Asked Questions (FAQs) to reduce reliance on the development team.

Communicate effectively with stakeholders, keeping them informed about issue status and resolutions.

Quality Assurance & Testing

Perform manual testing for new features and regression testing for existing functionality.

Collaborate with the product and business teams to understand requirements, acceptance criteria, and feature specifications.

Design, coordinate, and execute User Acceptance Testing (UAT), ensuring functionality meets business requirements before release.

Identify, log, and categorise and prioritise bugs or issues, providing clear reproduction steps for the development team.

Plan, schedule, and prioritise test activities to align with project milestones and release timelines.

Provide comprehensive documentation of testing outcomes and UAT sign-offs.

Advocate for QA best practices and identify opportunities to improve testing processes and tools.

What You'll Get from Us

A market-related remuneration package. Daily catered lunch when working on-site. Access to our new recreation centre, gym, and heated swimming pool. Invitations to all social and team-building events. * Significant discounts at Babylonstoren, The Newt in Somerset, and other estates worldwide (e.g. 50% off hotel stays, 30% off spa treatments, wine, products, and more).