HTEC GroupQA Analyst & Customer Support Engineer
Mar. 2019 - Mar. 2020About project: 9mCollab is a complete solution for team collaboration, communication, knowledge creation, and knowledge preservation. As QA analyst my responsibilities were to:
Write, maintain and follow test scenarios, test plans, testing documentation via Test link
Report on testing progress via Jira
Execute manual tests including feature, smoke, sanity and regression tests on different platforms (Web, Android, iOS)
Create and execute API automated test scripts via Postman
Perform load/stress tests via JMeter
Perform localization testing As "internal Scrum master" I am responsible were to:
Facilitate team for better creativity and tries to improve the efficiency of the development team
Arrange daily stand-up meetings, facilitate meetings, schedule meetings, demo and decision-making processes in order to ensure quick inspection and proper use of adaptation process
Remove impediments and ensure smooth functioning of my team
Choose next Scrum Master As Customer Support engineer, my responsibilities were are to:
Respond in a timely manner on all customer complaints or questions received through 9mCollab, support email, website
Convert complaints to support tickets and take them through support funnel on Hubspot
Provide best effort reply over email via Hubspot (in short time with relevant information and question if your reply satisfies user)
Make sure that response to the customer is sent in an hour since it is received
Reproduce bugs, document feedback
Work internally with product and development teams to get an answer to customer complaints, questions, feedback
Be the voice of the customer (VoC) and represent their interests inside 9mCollab organization
Initiate customer requests to be implemented, provide justifications behind their requests
Document and create a knowledge base for 9mCollab organization on how to solve specific customer complaints, questions, feedback