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Product Support Associate
3 months ago
Wati is a Series B, fast growing SaaS platform that is revolutionizing how companies communicate with their customers.
Through our cutting-edge customer engagement software built on Whatsapp's Business API, businesses are now able to have personalised conversations, be easily accessible and engage with their customers in-real time - at scale We live in the on-demand economy, where customers expect fast, simple and easy service and that's exactly what our platform empowers companies to do.
This is made possible through Wati's easy-to-use platform that can be up and running in no time. As a result, small and medium businesses have embraced the platform rapidly, and thousands of customers across 100+ countries are now using Wati.
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.
