Business Analyst / QA Analyst (with Customer Support Focus) OM W2 Remote position

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Sovereign Technologies, is seeking the following. Apply via Dice today!Title : Business Analyst / QA Analyst (with Customer Support Focus)Location : RemoteDuration : 12 MonthsRate : $ 20/hr on W2Relevant Experience: 3-5 YearsAbout The RoleWe are seeking a detail-oriented Business Analyst or QA Analyst to support a critical email upgrade and migration initiative. This role blends business analysis, quality assurance, and customer support, ensuring a smooth, well-documented, and user-centered migration experience across multiple offices. The ideal candidate is highly organized, technically curious, and comfortable engaging directly with end users through multiple support channels.Key ResponsibilitiesBusiness Analysis & QACollaborate with cross-functional stakeholders to elicit, analyze, and document business, functional, and technical requirements.Validate requirements and support QA activities to ensure migration readiness and quality standards.Maintain accurate documentation of processes, risks, issues, and outcomes throughout the project lifecycle.Assist in identifying gaps, dependencies, and improvement opportunities in migration processes.Customer & End-User SupportProvide direct end-user support during pre-migration and migration phases via multiple channels (email, calls, chat as applicable).Guide users through common upgrade-related tasks (setup, configuration validation, troubleshooting basic issues).Proactively reach out to users to validate readiness, technology requirements, and migration prerequisites.Respond professionally and empathetically to user inquiries, issues, and concerns, ensuring a positive support experience.Escalate complex technical issues to appropriate technical teams while tracking resolution progress.Communication & DocumentationAssist with the creation and maintenance of user guides, FAQs, and knowledge base articles.Track and report key support metrics (volume, frequency, duration, resolution status) on a daily, weekly, and monthly basis.Communicate clearly with both technical and non-technical stakeholders regarding status, risks, and next steps.QualificationsRequiredStrong organizational and time-management skills, with the ability to manage multiple tasks concurrently.Excellent verbal and written communication skills, especially when interacting with non-technical users.Demonstrated customer support or end-user assistance experience (IT support, service desk, application support, or similar).Strong attention to detail with solid analytical and problem-solving abilities.Ability to work independently and collaboratively in a fast-paced project environment.Basic understanding of email systems, end-user technologies, and enterprise IT environments.PreferredExperience in Business Analysis, Quality Assurance, or IT project support roles.Familiarity with Microsoft 365 / Outlook environments.Experience supporting technology migrations or upgrades.Comfort working with ticketing systems, documentation tools, and reporting metrics.Customer Support Skills EmphasizedUser-focused communication and active listeningProfessional handling of support calls and written requestsIssue triage, prioritization, and escalationDocumentation of support interactions and metricsAbility to explain technical concepts in simple, user-friendly termsEmpathy, patience, and service-oriented mindsetNotes on ScopeThis role is not a traditional call-center position. End-user interactions are structured, tracked, and tied directly to migration readiness, quality assurance, and project outcomes, with continuous process improvement embedded.Regards,Shanthi PedhiredlaSOVEREIGN TECHNOLOGIES LLCDesk no - # 4Direct no - ()Certified Minority Owned Business ( MBE)