Product Support Associate

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 can now have personalized 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 seeking a Product Support Associate to assist our customers in resolving technical issues related to our products and services. In this role, your responsibilities will include addressing customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful, you should be an excellent communicator capable of earning our clients’ trust and familiar with help desk software. Ultimately, you will contribute to establishing our reputation as a company that provides outstanding customer support during both sales and after-sales processes.

Responsibilities:

• Respond to customer queries promptly and accurately via phone, email, or chat.
• Identify customer needs and assist them in using specific features.
• Analyze and report product malfunctions.
• Update internal databases with information about technical issues and customer interactions.
• 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 of experience in Product Support or a similar technical support role.
• Proficiency in English and Spanish is a must.
• Experience working in a SaaS environment is required.
• Familiarity with help desk software and remote support tools.
• Strong understanding of CRM systems.
• Excellent communication and problem-solving skills.
• Ability to demonstrate patience when handling complex queries and challenges.
• Flexibility to work shifts.