* Create testing templates with different acceptance criteria based on the feature being tested* Deep collaboration with the different Developer teams* Making regressive testing of the whole product when necessary to ensure the functionality of the product stays intact and consistent with design* Participate in daily meetings with the dev teams and biweekly scrum meetings to discuss the next phase of development and testing of the new features* Write detailed QA reports when a bug is encountered ensuring all necessary information is provided* Create and maintain Confluence pages and articles as part of a unified Internal Knowledge base* Create internal documentations for each release that includes detailed description of features that will be part of the new releases* Providing feedback and suggestions for improving the product* Work closely with Marketing team to provide screens of new features for the upcoming releases

* Proactively Communicating with dedicated customers via different channels and helping them use the product* Using analytical skills to determine what’s causing an issue if and when one arises* Create and maintain Confluence pages* Consolidating internal processes into Confluence articles for use as an Internal Knowledge Base* Maintain and update existing Confluence pages with new information* Assist customers with any questions they might have related to the product* Help customers learn the product and make them self sufficient* Assist UAT team with testing when such need arises* Communicate and collaborate closely with the different teams to improve processes and the product as a whole

* Reviewing and analysing different types of logs: application, device, meeting, cloud.* Working closely with backend engineering team to identify and report bugs.* Analysing CUCM logs.* I use my communication skills in the emails / phone calls / meetings in order to make the customers feel at ease and assured they're in good hands regardless if it's a Priority or a normal case.* Experience creating and maintaining JIRA tickets.* Proactively working with customers to identify issues, go on meetings to live-troubleshoot in order to create the proper Action plan for resolving the issue.* Test new products before they're released, share feedback and bugs. Help shape the knowledge base and articles.

* Properly discussed and learnt what the customer wants to achieve for their business.* Based on the above, suggested the best products that will help the customer to achieve their goals.* Analysing DSAT scores.* Based on the recorded calls, I scheduled sessions with the agents in order to discuss the call / emails, the customer experience and how the same can be improved while the agent grows as a professional.* Led the agents to come to the conclusion and issues themselves instead of sharing them outright.

* Pre and post-sale support for whole of Samsung's UK market.* Support over phone, email and chat.* Took manager calls.* Helped my colleagues with their nesting period and helped them afterwards when they needed something.* QA Trainee.* Fitbit devices technical support over phone, email and chat.* Application support over the phone.* Consultations on the right products for the customer.