Customer Support & QA Specialist

We are looking for a detail-oriented and customer-focused Customer Support & QA Specialist to join our growing

team. This hybrid role combines customer support with software quality assurance, helping ensure our customers

receive exceptional service while maintaining the quality of our web-based application.

The ideal candidate enjoys solving problems, communicating with customers, testing new software features, and

working closely with product and development teams.

Responsibilities

Customer Support

• Respond to customer support requests via Zendesk ticketing system, phone calls, and Zoom web meetings.

• Troubleshoot software issues and guide customers through solutions.

• Reproduce reported issues and document findings clearly.

• Escalate complex issues to the development team with detailed steps to reproduce.

• Maintain a high level of professionalism and customer satisfaction.

• Contribute to internal knowledge base articles and support documentation.

• Assist with customer onboarding and training sessions when needed.

Quality Assurance

• Test new features and bug fixes before release.

• Create and execute manual test plans and test cases.

• Identify, document, and track software bugs.

• Verify bug fixes and perform regression testing.

• Test software across multiple browsers and devices.

• Help improve QA processes and testing documentation.

Qualifications

Required

• Bachelor's degree (BA/BS) or equivalent.

• 2+ years of experience in customer support, software QA, or a similar role.

• Extremely high level of written and verbal English proficiency.

• Strong troubleshooting and problem-solving abilities.

• Exceptional attention to detail.

• Experience testing web-based applications.

• Comfortable documenting bugs with clear reproduction steps.

• Ability to prioritize multiple tasks in a fast-paced environment.

• Self-motivated and able to work independently in a remote environment.

Preferred

• Experience using ticketing systems (Zendesk).

• Familiarity with bug tracking software.

• Experience working with international customers.

• Experience with automated QA/script testing a plus.

• Experience in or knowledge of the art and museum world a plus.