Fresher, Product Support Specialist (Operate on US hours)

ABOUT US

Katalon, established in 2016, has rapidly evolved into a leading provider of a modern, comprehensive quality management platform. Our Katalon Platform empowers teams in quality assurance, DevOps, and software development to deliver exceptional customer experiences with increased speed, ease, and efficiency. Boasting over 30,000 global teams as clients, including several Fortune Global 500 companies like PwC, KPMG, and Abbott, Katalon is acclaimed as a top automation tool by renowned review platforms such as G2, Gartner, Capterra, and IT Central Station.

ABOUT POSITION

The Customer Support Team is responsible for helping our end-users overcome their issues while using our products by answering support tickets, troubleshooting problems and resolving technical issues.

Mission: Deliver the highest quality of customer service & product support while maintaining customer satisfaction

Responsibilities:

• Providing appropriate solutions and information about products to customers, prioritizing and dealing with the questions in a timely manner.
• Manage the online FAQ and support article knowledge base.
• Responding to queries from customers by the system.
• Administrative support for the customer support team members according to instructions.
• Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment.
• Other tasks and responsibilities as assigned

Must-have

• Interest in the software testing field and technology.
• An ability to communicate and collaborate well with people.
• Ambition to learn and self-motivation with attention to detail.
• Have good administrative and organizational skills.
• Excellent written and verbal communication in English.
• Be patient, empathetic, and able to listen to customers to provide excellent service and support.
• Aptitude to learn and understand new and emerging technologies.

Nice-to-have

• Bachelor's degree in Computer Science / Software Engineering or equivalent;
• Knowledge of any testing tools such as Katalon Studio, Selenium WebDriver, Postman, or Robot Framework…
• Software Testing certificate is a plus.

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!

• Attractive compensation package including achievable Performance Bonus (modeled at 20% gross annual salary)
• Well-organized onboarding materials & programs to help you acquire required domain & product knowledge in a timely manner
• Flexible working time, self-managed leaves together with high-end working equipment from Apple & Dell

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. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.