Customer Support Associate

1 week ago

Remote, 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.

**Responsibilities**:

- 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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