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:
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 the expert
Focus on providing exceptional customer service at all times
Must-have
Around 2-3 years experience in Customer Support, Customer Service, IT Support, and Technical Product Support roles
Excellent written and interpersonal skills in English
