Product Support Engineer

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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

• Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products. • Respond to customer questions, concerns, and complaints via various channels (phone, email, chat) professionally and courteously. • Demonstrate in-depth knowledge of our products, features, functionalities, and technical specifications to assist customers effectively. • Conduct thorough investigations and analyses of customer-reported issues, identify root causes, and provide appropriate solutions or workarounds. • Collaborate with the technical team or escalate complex technical issues as needed, ensuring timely resolution and customer satisfaction. • Document and track support tickets using our ticketing system, ensuring accurate and detailed records of customer interactions and issue resolution. • Contribute to developing and maintaining product documentation, user guides, FAQs, and knowledge base articles to assist customers in self-service support. • Deliver product training sessions remotely to educate customers on product features, best practices, and usage. • Collaborate closely with cross-functional teams, including product development, onboarding, and sales, to communicate customer feedback, identify improvement opportunities, and advocate for customer needs. • Monitor and track key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes. • Continuously expand knowledge and skills through self-learning, training programs, and certifications to stay updated with product enhancements, industry trends, and new technologies.

🎯 Requirements

• Minimum of 2–4 years of experience in Product Support, Customer Support, Technical Support, or similar support roles, with at least 1 year of experience in a Software/SaaS company. • Strong technical support skills, including understanding of basic API queries, integrations, automation, and routing flows. • Excellent verbal and written communication skills in English. Bahasa Indonesia proficiency is preferred. • 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. • Ability to work in a fast-paced environment and multitask effectively. • Flexible to work on shift schedules.