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