Product Support Associate

2 weeks ago

Delhi, India WATI.io Full time
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.RequirementsMinimum 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.

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