Salesforce QA Support 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 product support, ensuring customer success with our software applications. Responsibilities include providing L1/L2/L3 support, contributing to the knowledge library, and transitioning customers to premium support. The role also involves QA testing, collaborating with the product team, and ensuring quality releases. You will gain experience in product functionality, customer support, and QA testing. Komodo Health offers a hybrid work model and a competitive benefits package.

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

• Gained an understanding of product functionality and supported customer use cases independently
• Provided L1 / L2 / L3 support for customers across the globe in a 24/5 environment
• Regularly contributed clear documentation to the knowledge library
• Provided timely responses to inbound inquiries
• Ensured customer satisfaction with consistent positive feedback from customers
• Transitioned customers from free support to paid premium support
• Built trust with users and created customer evangelists
• Gained an understanding of core product functionality
• Executed test cases independently
• Thought critically about test case acceptance criteria
• Collaborated with test case writers and provided recommendations for improvements
• Evaluated and documented test results accurately
• Communicated defects with clarity (may include steps, screenshots, videos etc.)
• Effectively executed exploratory testing (testing without a defined test case)
• User Management for addition/removal/change/Auth0 provisioning for users
• Imported files into products and provided analysis of files for compliance
• Triaged 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 and long-term disability insurance