Our fast-growing SaaS testing platform is looking to add a Customer Support Hero to the team:

• As a Customer 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:

• 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 the expert
• Focus on providing exceptional customer service at all times

• Around 2 years experience in Customer Support, Customer Service, IT Support, Technical Product support roles
• Professional written and interpersonal skills in English
• 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 for providing excellent service and support

Big plus:

• Knowledge or experience in SaaS products
• Knowledge in software development, software testing is a big plus

We understand that in order to fulfill our vision, we need to have an exceptional team that’s always growing. The continuous development of our employees, whether it’s technical training, soft skills training, or mentoring, is integral to our success.

When you work at Katalon it’s more than simply building great products. Life here is pretty great too. And it’s no coincidence. We know our success depends on not only hiring the best people but also nurturing and retaining them. There’s no shortage of opportunities to pursue what interests you. But don’t just take our word for it. Take a better look below!

PERKS AND BENEFITS YOU WILL ENJOY!

• Building disruptive & scalable products that serve +100K enterprises worldwide
• Being part of a dynamic, enthusiastic & talented team
• Company allowance includes: Gasoline allowance, Job allowance (taxi, phone…) & Skills allowance (training, reimbursement for certification exams…)
• Attractive bonus: Performance bonus 4 times/year, up to 120% gross month salary & 13th-month salary
• 19 Annual leave days (including Christmas Day), flexible working & modern work equipment (Macbook Pro,...)
• Premium healthcare package for you and your loved ones (PVI insurance)
• Company trip every summer, annual year-end party, team building, etc
• A-Class office with comfortable workspace, in-house entertainment facilities (board games, foosball, etc...), refreshments, and snacks.