Review and analyze system specificationsCollaborate with QA Engineers to develop test plansExecute test cases (manual or automated) and analyze resultsReport bugs and errors to development teamsHelp troubleshoot issuesConduct post-release/ post-implementation testingWork with cross-functional teams to ensure quality throughout the software development lifecycleDocuments and evaluates test results

Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfactionEstablish a trusted and strategic advisor relationship to help drive continued value of our products and servicesMaintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative teamCommunicate effectively with internal team to understand customer needs, maximize retention and growth, and communicate learningsMaintain existing customer success metrics and data as directed

Team manager for a project that offers support for a company that manufactures graphics cards and other Android devices for gaming. My main responsibilities are: - Responsible for the day-to-day activities and guidance of their team members.- Act as 2nd level of support for team members- Receive constant feedback from the team and help all the agents work at their best (the current team divided in three main categories: On Site agents, Remote-On Site and Working from home), find new ways to increase their efficiency- Set targets, implement guidelines, and assist with any issues the direct reports may have.- Ensure that all members understand the team’s objectives and work together to achieve it. - Constant monitoring of the activity- Manage remote teams- Find new initiatives to help agents being motivated on a daily basis- Manage hardware inventory for the project and keeping all hardware in 100% working condition- Mediate any interpersonal issues - Provide effective feedback - Reporting - performance, quality, NPS analysis, monthly and weekly reports for the client- Administrative tasks - lateness, schedule, coverage, queue monitoring etc- Achieving goals both by individual contribution and by achieving the project SLAs- Interviews- Coordinating the QA team- 1 on 1s to inspire and motivate team members, and provide feedback and set future objectives- Redesign of the Quality grid in order to have a better vision of both internal and external quality- Keeping the internal and external KnowledgeBase updated and keeping track of the analysis part of the KB- Finding a new KnowledgeBase platform and supervising its movement from the current platform

Main responsibilities:- Performing a systematic quality verification activity in accordance with the company Quality Verification process and project requirements for all CSRs assigned;- Identifying quality inconsistencies and implementing measures for remedial and improvement whenever necessary;- Creating and developing quality reports, analyses and implements improvement opportunities as requested by and agreed with management, within the deadlines agreed;- Proactively and constantly focused on improving and assuring maximum efficiency of quality processes at project level;- Informing higher management of any inconsistencies found at quality level and suggesting improvement approaches;- Sustaining quality feedbacks and coaching sessions with assigned CSRs in order to assure continuous improvement and development and performs follow up actions including completing the necessary documentation;

As a technical support representative my main task was to give the end users technical support for issues related to Graphics cards or Android Devices