Product Support Associate - Bengaluru, India - WATI

WATI
WATI
Verified Company
Bengaluru, India

4 weeks ago

Deepika Kaur

Posted by:

Deepika Kaur

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Description
WATI is an early-stage, venture-backed SaaS platform defining how companies communicate with customers. Through our customer engagement software, built on WhatsApp's Business API, businesses can easily engage with their customers in real-time at scale


We are hiring a
Product Support Associate to assist our customers in solving technical problems when using our products and services.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.


Responsibilities:


  • Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products.
  • Demonstrate indepth knowledge of our products, features, functionalities, and technical specifications to assist customers effectively.
  • Conduct thorough investigations and analyses of customerreported 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 selfservice support.
  • Deliver product training sessions remotely to educate customers on product features, best practices, and usage.
  • Collaborate closely with crossfunctional 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 selflearning, training programs, and certifications to stay updated with product enhancements, industry trends, and new technologies.

Requirements:


  • Minimum of 14 years experience as a Product Support or similar technical support role and a minimum of 1 year in a Software Company.
  • Strong technical support skills including and understanding of basic API queries, integrations, automation and routing flows.


  • English Proficiency

  • Excellent communication in verbal and written.
  • Experience using help desk software and remote support tools.
  • Must have a strong understanding of how CRM systems work.
  • Excellent communication and problemsolving skills.
  • Ability to demonstrate patience when handling complex queries and challenges.
  • Ability to work in a fast paced environment and multi task.
  • Flexible to work on a shift schedule including night shifts.
  • Available to start immediately or within the next 7 days.
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