Product Support Associate
wati.io, Indonesia

WATI is an early-stage, venture-backed SaaS platform defining how companies communicate with customers. Through our customer engagement software, built on WhatsApp’s Business API, businesses can easily engage with their customers in real-time at scale!

We are hiring a Product Support Associate to assist our customers in solving technical problems when using our products and services. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities:

• Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products.
• Respond to customer questions, concerns, and complaints via various channels (phone, email, chat) professionally and courteously.
• Demonstrate in-depth knowledge of our products, features, functionalities, and technical specifications to assist customers effectively.
• Conduct thorough investigations and analyses of customer-reported issues, identify root causes, and provide appropriate solutions or workarounds.
• Collaborate with the technical team or escalate complex technical issues as needed, ensuring timely resolution and customer satisfaction.
• Document and track support tickets using our ticketing system, ensuring accurate and detailed records of customer interactions and issue resolution.
• Contribute to developing and maintaining product documentation, user guides, FAQs, and knowledge base articles to assist customers in self-service support.
• Deliver product training sessions remotely to educate customers on product features, best practices, and usage.
• Collaborate closely with cross-functional teams, including product development, onboarding and sales, to communicate customer feedback, identify improvement opportunities, and advocate for customer needs.
• Monitor and track key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes.
• Continuously expand knowledge and skills through self-learning, training programs, and certifications to stay updated with product enhancements, industry trends, and new technologies.

Requirements

• Minimum of 1-4 years experience as a Product Support or similar technical support role and a minimum of 1 year in a Software Company.
• Strong technical support skills including and understanding of basic API queries, integrations, automation and routing flows.
• English Proficiency - Excellent communication in verbal and written.
• Experience using help desk software and remote support tools.
• Must have a strong understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Ability to demonstrate patience when handling complex queries and challenges.
• Ability to work in a fast paced environment and multi task.
• Flexible to work on a shift schedule including night shifts.
• Available to start immediately or within the next 7 days.

Job Rewards and Benefits