Feedback Moderator II

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
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