Desk Support Role
During my role as a QA Tester at Vyde, I not only conducted software testing to ensure application quality but also provided frontline support through the Desk ticketing system. I collaborated closely with bookkeepers and accountants to troubleshoot and resolve client-reported issues related to the apps. This experience enhanced my understanding of user behavior, sharpened my problem-solving skills which helped me perform more effective QA testing.
Desk Tickets
Here are examples of Desk tickets that were assigned to me.
Technical Support Ticket Handling Guide
I also created a structured documentation guide outlining best practices for handling technical support tickets. This resource was designed to assist my teammates in effectively managing Desk tickets, ensuring consistency, accuracy, and improved response efficiency across the team.
Ticket Handling Guide (PDF)