📍 Job Overview

• Job Title: Associate QA cum Customer Support
• Company: RAKUNA
• Location: Việt Hưng, Long Biên, Hà Nội, Vietnam
• Job Type: Full-time
• Category: Quality Assurance & Customer Support
• Date Posted: 2025-06-19
• Experience Level: 0-2 years
• Remote Status: On-site

🚀 Role Summary

• Collaborate with the development team and stakeholders to ensure product quality through rigorous testing.
• Serve as the primary customer representative, handling customer onboarding, queries, and feedback.
• Combine technical expertise with customer-centric mindset to drive product improvement.
• Work closely with the sales, product, and marketing teams to enhance customer experience and support sales activities.

📝 Enhancement Note: This role requires a strong balance between technical proficiency and customer service skills, making it an excellent fit for candidates looking to expand their career in a customer-facing, quality-focused position within the tech industry.

💻 Primary Responsibilities

• Quality Assurance:

  • Develop and document test plans based on product requirements and specifications.
  • Create and execute test campaigns to ensure product quality.
  • Replicate, test, analyze, and document errors reported by customers.
  • Use versioning systems to code test scripts and bug tracking databases to report bugs.
  • Raise alerts for critical issues that may jeopardize the project.

• Customer Success:

  • Act as the primary customer representative, handling onboarding, queries, and feedback.
  • Collaborate with the sales team to understand customer needs and represent the company effectively.
  • Onboard new customers and provide timely, accurate support for their technical issues.
  • Follow up with partners/end-users to ensure their issues are resolved and collect feedback for product improvement.
  • Test post-production releases of new/upgraded features before announcing them to customers.
  • Prepare demo environments for sales demos and support sales activities when relevant.
  • Engage customers with content that helps them utilize product features effectively.

📝 Enhancement Note: The role requires a high level of adaptability, as it involves switching between technical tasks and customer interactions throughout the day. Strong organizational skills and the ability to manage multiple priorities are essential for success in this position.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science, Information Technology, or a related field.

Experience: At least 1-2 years of experience in Quality Assurance, with a strong focus on web and mobile testing.

Required Skills:

• Proficiency in test management software, programming languages, and QA methodologies.
• Experience using web-based and mobile testing frameworks (e.g., Selenium WebDriver).
• Excellent communication skills in verbal and written English.
• Ability to work autonomously and in a team.
• Keen attention to detail and determination to solve issues.
• Availability to be on call in the evenings to support US customers.
• High work flexibility and ownership, with a focus on meeting monthly KPIs and objectives.

Preferred Skills:

• Familiarity with Agile development methodologies.
• Experience using project tracking software (e.g., JIRA) and version control systems (e.g., Git or Mercurial).
• Previous experience as a Customer Success Executive or in a similar customer service role using English.

📝 Enhancement Note: While not explicitly stated, having experience with customer service or support roles can be beneficial for understanding customer needs and providing effective solutions. Additionally, familiarity with Agile methodologies can help candidates integrate more seamlessly into the development team and contribute to the overall product improvement process.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• A well-documented portfolio showcasing previous QA and customer support projects.
• Examples of test plans, scripts, and bug reports demonstrating attention to detail and technical proficiency.
• Case studies or success stories highlighting the impact of your work on product quality and customer satisfaction.

Technical Documentation:

• Detailed test plans and scripts, clearly outlining the testing approach, steps, and expected results.
• Well-commented code and thorough documentation of testing processes and methodologies.
• Evidence of using version control systems to manage test scripts and track changes.

📝 Enhancement Note: As this role combines technical and customer-facing aspects, a strong portfolio should demonstrate both technical expertise and customer service skills. Including examples of customer feedback and how it was used to improve products can help showcase the candidate's ability to balance both responsibilities effectively.

💵 Compensation & Benefits

Salary Range: The salary range for this position is not explicitly stated. However, based on industry standards and regional adjustments, the estimated salary range for an entry-level QA role in Vietnam is approximately VND 8-12 million (USD 340-515) per month.

Benefits:

• Be part of a young, dynamic, multinational, and multifunctional team serving global customers.
• Join a fast-paced, goal-driven work culture committed to long-term career development.
• Monthly 1-on-1 performance reviews with a supervisor/manager to ensure goal achievement and provide support.
• High work flexibility and ownership, with a focus on meeting monthly KPIs and objectives.

Working Hours: The standard working week is 40 hours, with the possibility of being on call in the evenings to support US customers.

📝 Enhancement Note: While the salary range is not explicitly stated, the provided benefits and work environment indicate a competitive package for entry-level candidates in the Vietnamese tech industry. Researching regional salary standards and cost of living can help candidates better understand the compensation package and make informed decisions about the role.

🎯 Team & Company Context

🏢 Company Culture

Industry: RAKUNA is an HR technology company based in Silicon Valley, US, with an APAC office in Vietnam. They provide total recruiting software solutions for employers in North America, focusing on helping companies recruit seamlessly.

Company Size: As a growing tech company, RAKUNA offers a dynamic and collaborative work environment with a strong focus on innovation and continuous learning.

Founded: The company was founded in 2014, with a mission to help companies recruit seamlessly by expanding its product suites to include recruiting tools that boost team productivity and hiring speed.

Team Structure:

• The QA and Customer Support team works closely with the development team and business stakeholders to ensure product quality and customer satisfaction.
• The team is responsible for testing technology and mobile device products, onboarding customers, and addressing their queries and feedback.
• Collaboration with the sales, product, and marketing teams is essential to improve customer experience and support sales activities.

Development Methodology:

• RAKUNA uses Agile development methodologies to ensure efficient and effective product development.
• The team follows a structured approach to testing, with a focus on quality assurance and customer success.
• Collaboration and communication are key aspects of the development process, with regular team meetings and progress updates.

Company Website: Rakuna

📝 Enhancement Note: RAKUNA's focus on innovation and continuous learning makes it an attractive opportunity for candidates looking to grow their careers in a fast-paced, dynamic environment. The company's commitment to helping customers recruit seamlessly aligns with the role's emphasis on quality assurance and customer success.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level position in the Quality Assurance and Customer Support field, focusing on testing technology and mobile device products. The role requires a strong balance between technical proficiency and customer service skills, making it an excellent fit for candidates looking to expand their careers in a customer-facing, quality-focused position within the tech industry.

Reporting Structure: The Associate QA cum Customer Support role reports directly to the QA Manager or Customer Success Manager, depending on the company's organizational structure. The role works closely with the development team, business stakeholders, sales, product, and marketing teams to ensure product quality and customer satisfaction.

Technical Impact: The role has a significant impact on product quality and customer satisfaction. By ensuring that products meet quality standards and addressing customer queries and feedback, the Associate QA cum Customer Support plays a crucial role in driving product improvement and enhancing the overall customer experience.

Growth Opportunities:

• Technical Skill Development: As the company continues to expand its product suites, there will be opportunities for candidates to develop their technical skills and specialize in specific areas of interest within the QA and Customer Support fields.
• Career Progression: With experience and proven performance, candidates may advance to more senior roles within the QA and Customer Support teams, such as QA Engineer, Senior QA Engineer, or Customer Success Manager.
• Leadership Potential: As the company grows, there may be opportunities for candidates to take on leadership roles, mentoring junior team members and contributing to the overall strategic direction of the QA and Customer Support functions.

📝 Enhancement Note: The role's focus on customer success and quality assurance provides a strong foundation for candidates looking to build a career in the tech industry. By developing technical skills and gaining experience in customer support, candidates can position themselves for career progression and leadership opportunities within the QA and Customer Support fields.

🌐 Work Environment

Office Type: RAKUNA's office in Vietnam is located in the Long Biên district of Hanoi, offering a modern and collaborative work environment that fosters innovation and teamwork.

Office Location(s): The office is situated at 156 Viet Hung, Long Biên, Hanoi, with easy access to public transportation and nearby amenities.

Workspace Context:

• The workspace is designed to encourage collaboration and communication among team members, with open-plan offices and shared spaces for team meetings and brainstorming sessions.
• Each team member has access to the necessary tools and equipment to perform their job effectively, including multiple monitors and testing devices.
• The workspace is equipped with high-speed internet and state-of-the-art technology to support the development and testing of RAKUNA's products.

Work Schedule: The standard working week is 40 hours, with the possibility of being on call in the evenings to support US customers. The work schedule is designed to be flexible, with a focus on meeting monthly KPIs and objectives rather than tracking every hour worked.

📝 Enhancement Note: RAKUNA's modern and collaborative work environment provides an ideal setting for candidates looking to develop their technical skills and grow their careers in the tech industry. The company's focus on innovation and continuous learning, combined with its commitment to helping customers recruit seamlessly, creates an engaging and supportive work environment for team members.

📄 Application & Technical Interview Process

Interview Process:

1. Resume Screening: The hiring team will review submitted resumes and select candidates who best match the required skills and qualifications for the role.
2. Phone/Video Screen: Shortlisted candidates will participate in a phone or video screening to assess communication skills, cultural fit, and technical proficiency.
3. On-site Interview: Candidates who successfully pass the phone/video screen will be invited to an on-site interview at RAKUNA's office in Hanoi. The interview will consist of a mix of technical and behavioral questions, as well as a practical test or case study.
4. Final Decision: The hiring team will review all interview feedback and make a final decision on the most suitable candidate for the role.

Portfolio Review Tips:

• Highlight previous QA and customer support projects that demonstrate technical proficiency and customer service skills.
• Include examples of test plans, scripts, and bug reports to showcase attention to detail and technical expertise.
• Showcase customer feedback and how it was used to improve products, highlighting the impact of your work on customer satisfaction.
• Tailor the portfolio to the specific role and company, emphasizing the transferable skills and experiences relevant to the position.

Technical Challenge Preparation:

• Brush up on technical skills related to Quality Assurance, including test management software, programming languages, and QA methodologies.
• Familiarize yourself with web-based and mobile testing frameworks, such as Selenium WebDriver.
• Prepare for behavioral questions related to customer service, problem-solving, and communication skills.
• Research RAKUNA's products, company culture, and mission to demonstrate a strong understanding of the company and the role during the interview.

ATS Keywords: [Provide a comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms]

📝 Enhancement Note: RAKUNA's interview process is designed to assess both technical proficiency and cultural fit, with a focus on finding the best candidate for the role. By preparing thoroughly and tailoring the portfolio and interview responses to the specific role and company, candidates can increase their chances of success in the application and interview process.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

• Not explicitly stated in the job description.

Backend & Server Technologies:

• Not explicitly stated in the job description.

Development & DevOps Tools:

• Test management software (e.g., JIRA)
• Programming languages (e.g., Java, Python)
• Web-based and mobile testing frameworks (e.g., Selenium WebDriver)
• Version control systems (e.g., Git or Mercurial)
• Project tracking software (e.g., JIRA)
• Customer relationship management (CRM) software (e.g., Salesforce, HubSpot)

📝 Enhancement Note: While the job description does not explicitly state the technology stack used by RAKUNA, the role requires proficiency in test management software, programming languages, and web-based and mobile testing frameworks. Candidates should familiarize themselves with these tools and technologies to demonstrate their technical proficiency during the interview process.

👥 Team Culture & Values

Web Development Values:

• Quality Focus: A strong commitment to ensuring that RAKUNA's products meet the highest quality standards, with a focus on testing and customer success.
• Innovation: A dedication to continuous learning and improvement, with a focus on driving product innovation and enhancing customer experience.
• Collaboration: A commitment to working closely with team members, business stakeholders, and customers to ensure product success and customer satisfaction.
• Customer Centricity: A strong focus on understanding customer needs and providing exceptional customer service to drive product improvement and enhance the overall customer experience.

Collaboration Style:

• Cross-functional Integration: RAKUNA encourages collaboration and communication between team members, business stakeholders, and customers to ensure product success and customer satisfaction.
• Code Review Culture: The QA and Customer Support team works closely with the development team to ensure that products meet quality standards and address customer feedback effectively.
• Knowledge Sharing: RAKUNA fosters a culture of continuous learning and improvement, with regular team meetings and training opportunities to share knowledge and best practices.

📝 Enhancement Note: RAKUNA's focus on quality, innovation, collaboration, and customer centricity creates a supportive and engaging work environment for team members. By embracing these values and working closely with team members, business stakeholders, and customers, candidates can make a significant impact on product quality and customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Scalability: As RAKUNA continues to grow and expand its product suites, candidates may face technical challenges related to scaling testing processes and infrastructure to support increased customer demand.
• Customer Expectations: With a focus on customer success, candidates may need to manage customer expectations and balance technical constraints with customer needs and preferences.
• Emerging Technologies: As the tech industry evolves, candidates may need to stay up-to-date with emerging technologies and adapt testing processes and methodologies to support new product features and functionalities.

Learning & Development Opportunities:

• Technical Skill Development: RAKUNA offers opportunities for candidates to develop their technical skills and specialize in specific areas of interest within the QA and Customer Support fields.
• Career Progression: With experience and proven performance, candidates may advance to more senior roles within the QA and Customer Support teams, such as QA Engineer, Senior QA Engineer, or Customer Success Manager.
• Leadership Potential: As the company grows, there may be opportunities for candidates to take on leadership roles, mentoring junior team members and contributing to the overall strategic direction of the QA and Customer Support functions.

📝 Enhancement Note: RAKUNA's focus on innovation and continuous learning provides numerous opportunities for candidates to develop their technical skills and advance their careers within the QA and Customer Support fields. By embracing challenges and seeking out learning and development opportunities, candidates can position themselves for long-term success and growth within the company.

💡 Interview Preparation

Technical Questions:

• Quality Assurance:
  • Describe your experience with test management software, programming languages, and QA methodologies.
  • How do you approach testing web-based and mobile applications? Can you provide an example of a testing scenario you've encountered and how you addressed it?
  • How do you ensure the quality and accuracy of your test plans and scripts? Can you walk us through your testing process?
• Customer Success:
  • Describe your experience with customer service or support roles. How have you handled difficult customer situations in the past?
  • How do you balance technical constraints with customer needs and preferences? Can you provide an example of a time when you had to manage customer expectations effectively?
  • How do you approach collecting and analyzing customer feedback? Can you describe a time when you used customer feedback to improve a product or service?

Company & Culture Questions:

• What do you know about RAKUNA's products and mission? How do you think your skills and experience align with our company's goals and values?
• How do you approach collaboration and communication with team members, business stakeholders, and customers? Can you provide an example of a successful cross-functional project or initiative you've worked on in the past?
• How do you stay up-to-date with emerging technologies and industry trends? Can you describe a time when you had to adapt your skills or knowledge to support a new product feature or functionality?

Portfolio Presentation Strategy:

• Technical Portfolio: Highlight previous QA and customer support projects that demonstrate technical proficiency and customer service skills. Include examples of test plans, scripts, and bug reports to showcase attention to detail and technical expertise.
• Customer Success Portfolio: Showcase customer feedback and how it was used to improve products, highlighting the impact of your work on customer satisfaction. Include examples of customer service or support projects that demonstrate your ability to manage customer expectations and provide exceptional customer service.
• Company-specific Portfolio: Tailor the portfolio to the specific role and company, emphasizing the transferable skills and experiences relevant to the position. Research RAKUNA's products, company culture, and mission to demonstrate a strong understanding of the company and the role during the interview.

📝 Enhancement Note: RAKUNA's interview process is designed to assess both technical proficiency and cultural fit, with a focus on finding the best candidate for the role. By preparing thoroughly and tailoring the portfolio and interview responses to the specific role and company, candidates can increase their chances of success in the application and interview process.

📌 Application Steps

To apply for this Associate QA cum Customer Support position at RAKUNA:

1. Resume Submission: Submit your resume through the application link provided in the job description. Ensure your resume is tailored to the specific role and company, highlighting relevant skills and experiences.
2. Portfolio Preparation: Prepare a portfolio that showcases your technical proficiency and customer service skills, with a focus on QA and customer support projects. Tailor the portfolio to the specific role and company, emphasizing the transferable skills and experiences relevant to the position.
3. Technical Interview Preparation: Brush up on technical skills related to Quality Assurance, including test management software, programming languages, and QA methodologies. Familiarize yourself with web-based and mobile testing frameworks, such as Selenium WebDriver. Prepare for behavioral questions related to customer service, problem-solving, and communication skills. Research RAKUNA's products, company culture, and mission to demonstrate a strong understanding of the company and the role during the interview.
4. Company Research: Thoroughly research RAKUNA's products, company culture, and mission to demonstrate a strong understanding of the company and the role during the interview. Prepare questions to ask the interviewer about the company, the role, and the team to show your interest and engagement.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.