QA Engineer (Customer Service)

Role Summary

We are seeking a detail-oriented QA Engineer to ensure the quality and reliability of Botim’s in-app customer service experience. This role focuses on end-to-end testing of customer support features, backend ticketing APIs, and integrations with platforms such as Freshdesk, ensuring accurate ticket lifecycle management, data integrity, and SLA compliance.

You will collaborate closely with Product, Backend, and Customer Support teams to validate new features, system migrations, and releases, while performing regression, integration, and non-functional testing. This role is ideal for a QA Engineer who thrives in Agile environments and takes ownership of quality across customer-facing, workflow-driven systems.

Responsibilities

• Perform end-to-end QA testing for customer service features within the Botim App, including in-app support entry, issue submission, attachments, chat, and ticket status display.

• Validate integration between Botim and Freshdesk, ensuring accurate ticket creation, updates, status synchronization, and closure workflows.

• Test backend ticketing APIs and event flows that support customer service operations.

• Verify ticket lifecycle management, including creation, assignment, escalation, SLA tracking, resolution, and user notifications.

• Conduct migration testing from the legacy ticketing system to Freshdesk, validating data completeness, accuracy, and consistency.

• Perform regression testing to ensure existing customer support functionality is not impacted by new changes or migrations.

• Validate role-based access control and permission logic for customer service agents and internal users.

• Test non-functional requirements such as performance, reliability, and data integrity under high ticket volumes.

• Collaborate with Customer Support, Product, Backend, and Operations teams to clarify requirements and identify quality risks.

• Track, report, and analyze defects with clear reproduction steps and impact assessment.

• Support UAT and go-live readiness for customer service system releases.

• Contribute to test case design, test data preparation, and continuous improvement of QA processes within the Customer Service squad.

Requirements

• Bachelor’s degree or above in Computer Science, Engineering, or a related field.

• Proven QA experience in customer service systems, CRM, or ticketing platforms.

• Hands-on experience testing Freshdesk or similar tools (e.g., Zendesk, ServiceNow) is highly preferred.

• Strong experience in backend API testing and system integration validation.

• Experience in data migration testing between legacy and new systems.

• Familiarity with workflow-based systems, SLA logic, and ticket status management.

• Experience working in Agile/Scrum development environments.

• Strong analytical and problem-solving skills with attention to detail.

• Good communication skills in English, able to collaborate with cross-functional teams.

• Automation testing experience for APIs or workflows is a plus.