Product Support Associate - L2

Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.

Requirements

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

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan