(Urgent) Customer Support Associate

4 hours ago

India Wati Full time

Job Description

Wati is a growing SaaS platform that provides end-to-end WhatsApp API solutions for SMBs and large enterprises. We aim to simplify business communication, helping businesses meet their customers where they are - WhatsApp.

Backed by global investors such as Sequoia, DST Global, and Tiger Global, we're Shopify's first investment in a startup in Asia.

Headquartered in Hong Kong and trusted by 12000+ customers across 100+ countries. We're a rapidly expanding team filled with talented people from around the globe.

We are growing fast, and we are now looking for a Customer Support Associate to join our team. As a Customer Support Associate, you will play a key role in ensuring our customers receive timely, helpful, and high-quality support. You will work closely with users to resolve their queries, guide them through features, and help them get the most out of our platform.

Responsibilities:

- Respond to customer queries promptly and accurately via phone, email or chat
- Identify customer needs and help customers use specific features
- Analyse and report product malfunctions
- Update our internal databases with information about technical issues and helpful customer discussions
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather and share customer feedback with our Product, Sales and Marketing teams

Requirements

- Minimum of 2 years experience as a Customer Service Support or similar CS role
- English Proficiency - Excellent communication in verbal and written
- Experience working within a SaaS environment is required
- 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
- Flexible to work on a shift schedule including night shifts and weekends.

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