Product Support Associate – L1

🔥 0 minutes ago

🌐 Mexico, Colombia – Remote

🇲🇽 Mexico – Remote 🇨🇴 Colombia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

✨ Product Support

👻 Ghost score 17%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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WATI

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

Consulting • Marketing • Artificial Intelligence

WATI is a company that provides a communication platform leveraging the WhatsApp Business API to enhance marketing, sales, service, and customer support automation. By integrating various functionalities such as chatbots and analytics, WATI assists businesses in scaling customer interactions efficiently. Its services include managing conversations, providing personalized content, and connecting businesses with their audience through WhatsApp, Facebook, and Instagram, making it a robust solution for companies aiming to improve customer engagement and operational efficiency across digital channels.

📋 Description

• Serve as the second-level technical support expert for the SaaS product • Investigate and resolve complex technical issues escalated from Level 1 support, including software bugs, integration problems, and data-related issues • Communicate with customers or end-users professionally, empathetically, and in a customer-centric manner • Document customer interactions, resolutions, and technical solutions in the support ticketing system • Collaborate with Level 1 support agents, product development teams, and internal departments to manage escalations and prioritise critical issues • Train and mentor Level 1 support agents • Stay updated on product features, updates, and enhancements and share knowledge with support teams and customers • Ensure support interactions meet or exceed quality and service standards • Provide product development feedback based on recurring technical issues, customer feedback, and product improvement suggestions • Work rotational shifts with no night shifts, including possible early morning or evening shifts and weekends while maintaining a 5-day work week

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field • 2+ years experience in a technical support role, with a strong focus on troubleshooting complex technical issues related to SaaS products • Proficiency in using and troubleshooting SaaS applications • Hands-on experience with APIs, webhooks, scripting, and working knowledge of MongoDB or similar databases • Knowledge of data handling, migration, and security within SaaS environments • Experience with remote support tools and troubleshooting methods • Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users • Experience with modern customer support platforms (e.g., Intercom, Zendesk, Freshdesk) • Strong analytical and problem-solving skills with the ability to think critically and logically • Ability to work collaboratively with cross-functional teams and guide junior support agents • Relevant technical certifications (e.g., ITIL, SaaS-specific certifications) would be an added advantage

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