Senior Product Support Specialist (Automation Testing)

Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world- class customer experiences faster, easier, and more efficiently.
Since its first launch, Katalon has experienced tremendous growth, serving more than 30,000 teams around the globe, many of which are in the Fortune Global 500, such as PwC, KPMG, Abbott, etc. Katalon is recognized as a top automation tool by prestigious review sites, such as G2, Gartner, Capterra, and IT Central Station.
Our fast- growing SaaS testing platform is looking to add a Senior Customer Support Hero to the team:

To be successful in this role, you should be an excellent communicator who’s able to earn our client&039;s trust and also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent technical support to our customers.
An ideal applicant would be self- driven, with an interest in digging deep into problems, and draw satisfaction from going above and beyond to provide solutions.
As a Product Support Specialist, your role is to provide answers to Katalon customers’ issues, recommend solutions, and guide users through features and functionalities

Responsibilities:

Manage the opening, status update, and closing of support tickets to ensure issue identification and resolution SLAs are met.
Develop and maintain a vast knowledge of our products and services- be an expert
Follow up with customers to ensure their technical issues are resolved
Browse through the logs and test steps to reproduce the report
Manage the self- support documents, FAQ articles
First point of contact to handle customer questions, error reports, feature suggestions, or license inquiries
Focus on providing exceptional customer service at all times
Gather customer feedback and recurring issues and report back to Katalon teams
Coordinate with the Product team to understand customers’ issues and get them solved

Yêu cầu công việc

Practical expertise in mobile testing, web- based testing, API testing, and WinApp testing; Network experience is a strong advantage.
Strong command of English for effective communication and presentation skills.
Proficiency in one or more of the following programming languages: Python, Java, JavaScript.
Demonstrated self- starting and supportive team spirit.
5+ years of hands- on experience in creating automation frameworks using test automation tools like Katalon, Cypress, and Playwright.
Ability to effectively multitask and excel in a fast- paced environment.

At Katalon, we bring together self- starting, open- minded, and talented people while actively promoting a transparent and growth- enabling working environment. But don’t just take our word for it. Take a better look below!

Generous time- off: Enjoy 19 annual leave days, supportive allowances, and public holidays;
Attractive compensation package: Embrace periodic performance and 13th- month bonuses;
Vibrant international workspace: Fostering an Agile Culture at Viettel Building, D.10, HCMC;
Exciting company events: Embark on summer trips, annual parties, team- building activities, and so much more fun are waiting for you.!
Flexible work arrangements: Tailor your work to your needs by applying our hybrid working policy together with high- end working equipment;
Premium healthcare coverage: For both you and your loved ones;

Katalon is proud to be an equal- opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people.

Cập nhật gần nhất lúc: 2024-04-03 10:58:36