Job Overview

We are seeking a highly motivated and versatile individual to join our team as a QA & Customer Support
Specialist. This hybrid role combines the critical responsibilities of ensuring product quality through
rigorous testing with providing exceptional support to our valued customers. You will be a key player in
both improving our product and ensuring customer satisfaction.

Key Responsibilities

Quality Assurance (QA)

• Develop and execute test plans, test cases, and test scripts for the SalesHood web application
  Perform various types of testing, including functional testing, regression testing, and usability
  testing
• Reproduce and thoroughly document reported bugs, providing clear steps for developers to
  replicate the issues
• Collaborate with the product and development teams to understand new features and ensure
  thorough test coverage
• Contribute to the continuous improvement of our QA processes and methodologies
  Customer Support
• Respond to customer inquiries and issues via Email and Slack (USA business hours Pacific
  Timezone)
• Troubleshoot technical problems experienced by customers, providing clear and concise
  solutions
• Escalate complex issues to the appropriate teams (Engineering and Product) while maintaining
  ownership of the customer’s experience
• Document customer interactions and resolutions in our Zendesk ticketing system
  Proactively identify opportunities to improve customer satisfaction and retention

Qualifications

• 5+ of experience in either QA testing or customer support, or a combination of both
• Excellent written and verbal communication skills
• Strong problem-solving and analytical abilities
• Detail-oriented and highly organized
• A customer-centric mindset with a passion for providing excellent service
• Familiarity with Jira bug tracking system
• Familiarity with Zendesk ticketing system