Salesforce QA Consultant

Summary

Join Komodo Health's Product Support team and contribute to our mission of reducing the global burden of disease. You will provide high-quality technical support, ensuring customer success with our innovative healthcare solutions. The role involves resolving customer inquiries, contributing to our knowledge base, and transitioning customers to premium support. Additionally, you will collaborate with the product team in QA testing, ensuring product quality and bug-free releases. This hybrid role offers flexibility and a competitive benefits package, including medical, dental, vision, 401k, life insurance, and paid time off. Komodo Health values a supportive and collaborative work environment.

Requirements

• Previous experience providing high-quality product support
• Working experience utilizing Salesforce; prior support, admin, development experience is preferable
• Experience in QA testing for cloud applications
• Proficiency with defect identification and logging
• Strong verbal and written communication skills in English
• Exceptional customer service skills
• Ability to work/collaborate in a team environment across different product functions
• Willingness to progress and adapt with a fast-paced business
• Goal-oriented mindset with superior work ethic while being self-motivated

Responsibilities

• Gain an understanding of product functionality and support customer use cases independently
• Provide L1 / L2 / L3 support for customers across the globe in a 24/5 environment
• Regularly contribute clear documentation to the knowledge library
• Provide timely responses to inbound inquiries
• Ensure customer satisfaction with consistent positive feedback from customers
• Transition customers from free support to paid premium support
• Build trust with users and create customer evangelists
• Gain an understanding of core product functionality
• Execute test cases independently
• Think critically about test case acceptance criteria
• Collaborate with test case writers and provide recommendations for improvements
• Evaluate and document test results accurately
• Communicate defects with clarity (may include steps, screenshots, videos etc.)
• Effectively execute exploratory testing (testing without a defined test case)
• User Management for addition/removal/change/Auth0 provisioning for users
• Import files into products and provide analysis of files for compliance
• Triaging email, product, and support requests for users as well as import/export requests

Preferred Qualifications

• Life Sciences experience, particularly in Pharma, is a plus
• Salesforce certifications and consulting experience is a plus

Benefits

• Medical, dental and vision coverage
• 401k Retirement Plan
• Prepaid legal assistance
• Paid time off for vacation, sickness, holiday, and bereavement
• 100% company-paid life insurance
• Long-term disability insurance