Aug 2021 – Oct 2024 · 3 yrs 2 mos · India

• As a Software Test Engineer and Technical Support Specialist, I am responsible for ensuring the quality and reliability of software products by conducting testing activities and troubleshooting issues reported by clients. My main roles and responsibilities include:
• Conducting various types of testing such as functional, regression, and integration testing to ensure that software products meet requirements and perform as expected
• Developing and executing test plans, test cases, and test scripts to identify defects and ensure high-quality software releases
• Collaborating with cross-functional teams including developers, product managers, and customer support to ensure timely resolution of defects and issues
• Providing technical support to clients by analyzing and resolving issues related to software functionality, installation, and configuration
• Communicating effectively with clients to gather information about issues and provide clear and concise solutions
• Identifying opportunities to improve software quality and testing processes and providing recommendations to the development team

Aug 2021 – Oct 2024 · 3 yrs 2 mos · India

• As a technical support engineer, my primary responsibility is to provide effective and timely assistance to clients in resolving software-related issues. This includes troubleshooting problems, identifying and diagnosing the root cause of issues, and providing clear and concise solutions to clients.
• I am also responsible for maintaining accurate and detailed records of client interactions, tracking issue resolution progress, and managing communication with clients throughout the process. Additionally, I collaborate with cross-functional teams such as development, product management, and quality assurance to provide feedback on product performance, identify areas for improvement, and ensure customer satisfaction.
• Some of the key skills and qualifications I possess include strong problem-solving abilities, excellent communication and interpersonal skills, a deep understanding of software architecture and programming languages, as well as experience with helpdesk software and remote support tools. I am also highly adaptable and able to work in fast-paced environments, often managing multiple tasks simultaneously.

Apr 2021 – Aug 2021 · 4 mos · Gurugram, Haryana, India

• As a technical support engineer, my roles and responsibilities include providing top-notch technical assistance to clients who are experiencing issues with their software. This involves responding to customer inquiries via live chat, emails and taking ownership of the issue until it is resolved to the customer's satisfaction.
• I am proficient in troubleshooting, diagnosing and resolving technical software issues, performing root cause analysis, and developing and implementing solutions to prevent future problems. I have excellent communication and customer service skills, and I am able to explain complex technical concepts to non-technical users.
• In addition, I am well-versed in using ticketing systems to manage and track customer requests, and I ensure that all tickets are responded to in a timely and efficient manner. I also collaborate with other technical teams to escalate and resolve complex issues.
• Some of the keywords that I have experience with include technical support, customer service, troubleshooting, software, hardware, ticketing systems, communication, collaboration, and problem-solving.