Customer Support
Automation Consultants
Total years of experience :3 years, 10 Months
- Take ownership of customer’s issues and follow problems through to resolution.
- Track customer complaint resolution.
- Handle complex and escalated customer service issues.
-Develop service procedures, policies and standards.
-Keep accurate records and document customer service actions and discussions.
-Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
-Monitor accuracy of reporting and database information.
-Communicate with customers via phone, email, face-to-face or online.
-Involved in staff recruitment &appraisal.
-Identify and address staff training and coaching needs.
-Training staff to deliver a high standard of customer service.
-Learning my organization's products or services and keeping up to date with changes.
-Building good customer relations.
-Directing the daily operations of the customer service team.
-Follow up with testing unit to conduct tests of systems and documentation of all the tests.
-Design Joint Operation and Support Processes with Cloud Providers.
-Act as second level application support for Cloud Apps hosted at partners and cloud hosting.
-Multi tenant Provisioning & Management (CloudConfig.Master).
-Test Strategy:
The Test Strategy for our Applications is to execute the test cases based on business scenarios as documented in the requirements definition document or user stories.
The test cases managed by a Web-based Test Case Management - Team Foundation Server (TFS) and consist of the following documentations:
1. Test Conditions:
The test condition specifies a brief description about what we are testing.
An item or event of a component or system that could be verified by one or more test cases.
2. Test Techniques:
Specification-based or black-box techniques: Those based on deriving test cases directly from a specification or a model of a system or proposed system.
Specification define what the system should do, not how to do it.
Specification can contain non-functional elements as well as functions.
3. Test Cases:
A Test Case is a set of input values, pre-conditions, expected results and post-conditions that are created to verify a particular test condition or objective.
Testing Process:
Automation Consultants testing team practice Scrum by using the artifacts and tools provided with the process template for Microsoft Visual Studio Scrum, which is available with Visual Studio Team Foundation Server (TFS).
Automation Consultants testing team track defects in the product and prioritize efforts to resolve them by defining and managing bug work items.
Automation Consultants testing team track the progress of a bug by setting its State to one of the following values: New, Approved, Removed, Committed, or Done. The following diagram shows both a typical and an atypical workflow progression of a bug.
Test Levels:
The following levels of testing used for our applications, as follows:
Integration Testing is a level of the software testing process where individual units are combined and tested as a group. The purpose of this level of testing is to expose faults in the interaction between integrated units.
System Testing is a level of the software testing process where a complete, integrated system/software is tested. The purpose of this test is to evaluate the system’s compliance with the specified requirements.
Acceptance Testing is a level of the software testing process where a system is tested for acceptability. The purpose of this test is to evaluate the system’s compliance with the business requirements and assess whether it is acceptable for delivery.
Pre-Sales Activities:
-Product presentations and demonstrations.
-Build custom demonstrations.
-Deliver Proof Of Concepts.
-Support at external and internal customer facing events.