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.

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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

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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)