Customer Support Specialist (3+ Years) – Salesforce App + QA

We are looking for a Customer Support Specialist with 3+ years of experience in software/SaaS customer support and overall 5+ years of QA/quality experience, who will support our Salesforce-based application and handle tickets via Freshdesk. The ideal candidate has strong communication skills, a customer-first mindset, and hands-on experience in QA/quality review of product features and support interactions. The candidate should be comfortable working in US business hours.

Responsibilities:

Handle customer queries via email/chat/phone and manage all tickets in Freshdesk.

Troubleshoot issues on our Salesforce application (basic SF navigation, reproduce issues, gather details).

Escalate complex issues to Product/Engineering/SF Admin teams with clear documentation.

Perform QA reviews of tickets/interactions; create and execute test cases for new features/bugs.

Contribute to QA activities such as regression testing, UAT, and verifying bug fixes.

Maintain and update knowledge base articles, FAQs, and internal support SOPs.

Requirements:

3+ years in Customer Support (preferably software/SaaS).

Minimum 5 years of overall QA / quality experience (support QA, product QA, or a mix of both).

Experience with Freshdesk or similar ticketing tools.

Basic Salesforce knowledge.

Exposure to QA/quality audits in support or product environments.

Strong written & verbal English, good analytical and problem-solving skills.

Ability and willingness to work in US time zones (US business hours).