Customer support and knowledge transfer specialist

1. Key Responsibilities

* Respond to customer inquiries in a timely and accurate manner using the tools provided by the company, and identify customer needs.

* Provide appropriate solutions and alternatives to customer complaints within defined timeframes; work with internal teams to resolve technical issues.

* Collect customer feedback and share it with the Product Management team to support continuous improvement of service quality.

* Comply with the company’s communication procedures, guidelines, and policies.

* Prepare detailed test plans, test cases, and bug reports based on information received from the Project Manager or Product Manager.

* Test software to ensure it meets performance standards and that any defects are properly resolved.

* Verify that all requirements are met by testing all aspects of the application, including functionality and usability.

* Communicate with product owners to provide feedback on defects and suggest code improvements.

* Participate in usability testing with application users to ensure ease of use and alignment with user needs.

* Ensure knowledge transfer and management by leading the application of software knowledge management methodologies within areas of expertise.

* Develop and ensure standards for effective transfer, sharing, and communication of knowledge to customers.

* Plan relevant training sessions and prepare training materials in various formats, including videos, presentations, documents, etc.

* Maintain a positive, empathetic, and professional attitude toward customers at all times.

2. Behavioral Skills

* Strong analytical and problem-solving skills

* Critical thinking and decision-making ability

* Ability to clearly communicate complex concepts and influence stakeholders at all levels

* Teamwork skills

* Time management and organizational skills

* Communication skills

* Strong work ethic

* Ability to remain calm under pressure and in a fast-paced work environment

* Attention to detail

* Requirements analysis, documentation, and writing skills

3. Specific Requirements

Education: Bachelor’s degree in Information Technology, Economics, or Marketing.

Experience: Minimum of 2 years of experience in customer service, testing, or training.

Computer Skills: MS Office, Service Desk tools, Visio, Jira, Confluence, Microsoft Azure DevOps, and similar Agile tools.

Basic SQL knowledge is an advantage.

Language Skills:

Azerbaijani: excellent

Russian and English: good (written and reading skills)