Customer support and knowledge transfer specialist

* 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.