Support duties:• Direct customer communication through support ticket system, email, instant messaging, phone calls and in remote sessions • Troubleshooting software issues in remote sessions and using information from correspondence • Reproduction and analysis of software issues, creating detailed documentation on issue reproduction scenarios for the development team • Creating clear and concise explanatory documentation for customers • Identifying customer needs and translating them into enhancement requests • Registering, maintaining and closing support tickets, providing customers with ticket status and work in progress updatesQA activities:• General manual testing before releases in collaboration with the QA team • User acceptance and regression testing of patches and new releases • Testing database scripts in collaboration with the DBA • Keeping track of test results, reporting to QA leadOther duties:• Weekly analysis of support statistics, presenting support statistics in weekly team meetings • Producing weekly SLA and support quality reports • Keeping track of support fixes and bug type charts • Writing and editing knowledge base articles • Daily work is governed by Agile (Scrum) processes and practices • All records are kept and all correspondence is conducted in English

Support duties:• Communication with customers through support ticket system, email, instant messaging, phone calls and in remote sessions• Troubleshooting software issues in remote sessions and using information from correspondence• Reproduction and analysis of software issues, creating detailed documentation on issue reproduction scenarios for the development team• Assistance in configuring devices and softwareQA activities:• Manual functional, regression, performance testing• User acceptance testing• Creating and editing test cases and manual testing checklistsTranslating, writing and editing documentation: • Guides and manuals for end users• Incident and testing reports for customers• Processing and documenting requests for enhancement