Helen Venables Email & Phone Number

Camborne, Gb

Remote Uk

Remote Uk

As a Senior Technical Support agent my day to day focuses on providing our customers with quick and accurate support queries. It could be triaging incoming support tickets, working the Tier 1 queue or more recently delving into the more complex Tier 2 tickets all within Zendesk, our ticketing system. I’m often found supervising our newer team members in Intercom whilst they are learning the ins and out of assisting customers in a live chat environment. I get involved with new team members from the outset, training, shadowing and answering their questions on a daily basis. We recently switched our knowledge base from an internal in-house wiki to Guru, where I was part of a small team getting the articles transferred and QA’d to ensure consistency throughout. I continue to be involved with maintaining and adding to the knowledge base.

United Kingdom

Omaha & Cornwall

Redruth

Quality Assurance Tester, responsible for testing all aspects of the company’s flagship SAAS Residential and Property Management Software, Alto.Working in a team of 3 testers, I took on a range of both new feature and bug testing, using Jira to create and track tickets, alongside Confluence to document processes and collaborate effectively. Experience with an Agile workflow in a Scrum team undertaking 2 week sprints. Took an active role in all aspects starting with backlog refinement, writing acceptance tests, sprint planning, demos, retrospectives right through to supporting the deployment process. Constantly keeping test scripts up to date and creating new scripts when new features were added. Adding BDD test scenarios to upcoming tickets with Gherkin. Experience using SQL commands in order to analyse databases to aid in tracking errors. Experienced in deploying to test servers along with running the automation suite and analysing results via TeamCity.Providing support to our telephone hotline team to ensure a high customer service experience and being the vital link between our support and development teams. This link meant bugs were reported faster and could be managed appropriately. I have started learning Selenium using C# to bring automation testing into my knowledge base and I continue to undertake this in my spare time. As well as the QA role, I was H&S rep for the office having gained the IOSH Managing Safely certificate earlier this year. I also have experience in site management, office purchasing and fire warden duties.

Redruth

I manage the beta release of software products to our development partners and report any technical issues back to the development team. I act as the link between development and the customer facing departments. I assist with QA on some of our products and ensure new features are thoroughly tested before release. I create documentation for new features and ensure all staff company wide are aware of the new products and trained in all aspects required by their positions. I assist with any queries that staff have over the new features and try and ensure the knoweldge is passed throughout all departments. I also write spec documents for new features that we are adding to our programs. Having previously worked in both the Support and Development departments I have the advantage of knowing what the customer wants and what hurdles development would have to get over to provide it. This means I can so can advise support staff on how best to respond to customer requests. I am the company champion for all things to do with uploading properties to online portals and test new versions of our `Datafeed` product as well as putting it through it's Beta cycle.

Redruth

QA on both the WinMan main app, and the add-on modules. Ensuring the QA cycle was completed in a timely fashion and any issues reported through the correct reporting methods. I also assisted training the support team when new functionaility was introduced and created both internal and external documention. I continued to assist the support team with any questions and queries once the product was released.

Redruth

Responsible for a team of software support staff covering all aspects of customer support relating to all the software packages that CFP offer. Dealing everyday with customers and ensuring they get the support they need quickly and effectively. Prioritising tasks and ensuring team members are assigned to deal with urgent calls. Dealing with customer complaints and ensuring priority to resolving their software issues. Training new members of staff in using the software and how to handle the varying support calls. Provide ongoing training for existing staff. Providing call stats and creating spreadsheets to show strengths and weaknesses within the team and liaising with the support manager to assess the effectiveness of the support team. Creating and updating the support rota accommodating call trends to ensure maximum staff availability at busiest times of day.