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).