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

Job Description

• 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

Qualifications

• 5+ years of hands-on experience in creating automation mobile frameworks using test automation tools like Katalon, Appium, XCUITest, and TestComplete. • Proficient in one or more of the following mobile development frameworks: ionic, Cordova, SwiftUI, and ReactNative • Practical expertise in mobile testing, web-based testing, API testing, and WinApp testing; Network experience is a strong advantage. • Demonstrated self-starting and supportive team spirit. • Ability to effectively multitask and excel in a fast-paced environment. • Strong command of English for effective communication and presentation skills. • Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other remote access desktop programs • Aptitude to learn and understand new and emerging technologies • Be organized, patient, empathetic, and able to listen to customers to provide excellent service and support

Benefits

• Attractive compensation package • Generous time-off • Flexible work arrangements • Vibrant international working environment • Premium healthcare coverage: For both you and your loved ones; • Exciting company events: Embark on summer trips, annual parties, team-building activities, and so much more fun are waiting for you.!