JOB DESCRIPTION
• Interface between the user, business and the developer to identify different scenarios and create the necessary documentation
• Create internal design configuration documentation including network diagrams with technical explanations
• Work closely with the product teams to provide feedback on issues, manage feature requests and ensure a smooth transition from sales to deployment
• Define user stories, quality attributes, external interfaces, constraints and other non-functional requirement (User Requirements)
• Translate business requirement to product backlog
• Support in the technical development for bespoke solutions as part of a design and development frame work
• Work closely with UX and Engineering teams regionally to ensure provision of timely technical solutions to the customer with professionalism and enthusiasm
• Prepare and/or Review product releases and installers for customers
• Provide accurate and timely management information, to include - activity reports, bid reviews, project forecasts, KPI’s
• Quality Assurance and Testing
• Identify key trends from customer concerns to recommend product support improvements
• Capture, prioritize and design features in each product sprints.
• Gather technical requirements and create test cases and test scripts to ensure quality performance
• Gather non-technical requirements and create test cases and test scripts (i.e front end testing, user experience, pre-UAT)
• Execute test plans and produce test summary reports
• Perform on-site product installations and configurations
• Support and incidence management
• Manage product support portal & prioritize bugs
• Respond to and follow through incident requests and tickets in a timely and proactive manner
• Work with the development team to communicate defects and provide details related to the steps associated with each defect
• Diagnose and troubleshoot product questions and issues for internal and external customers
• Attend and handle customer enquiries, issues, complaints and feedback
• Provide product support to partners
• Develop and deliver training on solutions and provide product support to channel partners and internal stakeholders
Any other assigned tasks and responsibilities
