Senior Product Support Specialist (Mobile Development & Testing, US Timezone)

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:

• As a Product Support Specialist, your role is to provide answers to Katalon customers’ issues, recommend solutions, and guide users through features and functionalities
• To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ 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

Responsibilities:

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