QA Testing & Client Support for SaaS

Frontline Data Solutions is seeking a dedicated QA Testing & Client Support Specialist to join our dynamic team in Indonesia. This role offers a unique opportunity to contribute to the quality and success of our SaaS products while directly supporting our clients. The ideal candidate will possess a blend of technical expertise in software testing and a passion for delivering exceptional customer service, ensuring our solutions meet the highest standards of reliability and user satisfaction.

About the Role

You will be responsible for the entire product lifecycle, from initial testing phases through post-launch support. This involves collaborating closely with development teams to identify, document, and prioritize bugs, ensuring timely resolution. Simultaneously, you will serve as the primary technical point of contact for our clients, addressing their inquiries, troubleshooting issues, and providing clear, actionable solutions to maintain positive user experiences and foster long-term client relationships.

Key Responsibilities

• Develop and execute comprehensive test plans, scripts, and scenarios to validate software functionality, performance, and usability across various platforms and devices.
• Systematically identify, document, reproduce, and track software defects using established bug tracking tools, collaborating effectively with developers to resolve them.
• Perform regression testing to ensure new features and fixes do not introduce unintended issues and maintain overall product stability.
• Provide proactive and responsive technical support to clients via email, chat, or phone, diagnosing problems, offering solutions, and escalating complex issues when necessary.
• Communicate test findings, bug reports, and client feedback clearly and concisely to both technical and non-technical stakeholders.
• Contribute to process improvements for testing and support workflows to enhance efficiency and effectiveness.

Requirements

• Proven experience (2+ years) in software testing methodologies (e.g., manual, exploratory, or automated) and a strong understanding of the software development lifecycle.
• Experience providing direct, technical support to end-users, demonstrating excellent communication and interpersonal skills.
• Ability to work collaboratively within cross-functional teams, including development, product management, and other support functions.
• Strong analytical skills, attention to detail, and the ability to prioritize tasks effectively in a fast-paced environment.
• Proficiency with common bug tracking tools (e.g., Jira, Bugzilla) and basic understanding of testing frameworks and tools.
• Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly to diverse audiences.
• Self-motivated, proactive, and committed to continuous learning and improvement.