Product Support Associate – L2

🔥 15 minutes ago

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WATI

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🤖 Artificial Intelligence

🔌 API

☁️ SaaS

Artificial Intelligence • API • SaaS

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 our SaaS product, demonstrating an in-depth understanding of our software's functionalities, configurations, and integrations. • Investigate and resolve complex technical issues escalated from Level 1 support, including but not limited to software bugs, integration problems, and data-related issues. • Communicate with customers or end-users in a professional, empathetic, and customer-centric manner, ensuring their technical issues are addressed promptly and effectively. • Accurately document all customer interactions, resolutions, and technical solutions in the support ticketing system, maintaining comprehensive and organised records. • Collaborate closely with Level 1 support agents, product development teams, and other internal departments to escalate and prioritise critical issues and ensure timely resolutions. • Assist in training and mentoring Level 1 support agents, sharing your technical knowledge and best practices to improve their skills and knowledge. • Stay updated with the latest features, updates, and enhancements of our SaaS product, and share this knowledge with the support team and customers. • Ensure that all support interactions meet or exceed established quality and service standards, continuously improving the support process. • Provide valuable feedback to the product development team based on recurring technical issues, customer feedback, and suggestions for product improvement.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field • 4+ 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