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).