Product Support Associate - L2

1 month ago
Full-time
Mid Level
Software Development
Wati.io

Wati.io

Wati.io provides an end-to-end WhatsApp API solution designed for small and medium-sized businesses, enabling them to enhance customer engagement and streamline marketing efforts through personalized communication on the popular messaging platform.

Internet Software & Services
11-50
Founded 2019
$31M raised

Description

  • Serve as the second-level technical support expert for the SaaS product, with strong knowledge of its functionality, configurations, and integrations.
  • Investigate and resolve complex issues escalated from Level 1 support, including bugs, integration problems, and data-related issues.
  • Communicate with customers and end users in a professional, empathetic, customer-centric manner to resolve technical problems promptly.
  • Document customer interactions, resolutions, and technical solutions accurately in the support ticketing system.
  • Collaborate with Level 1 support, product development, and other internal teams to prioritize and escalate critical issues.
  • Assist in training and mentoring Level 1 support agents and share technical best practices.
  • Stay current on new product features, updates, and enhancements and share that knowledge with the support team and customers.
  • Ensure support interactions meet quality and service standards and contribute to continuous support process improvement.
  • Provide feedback to the product development team based on recurring issues, customer feedback, and product improvement suggestions.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 4+ years of experience in a technical support role focused on troubleshooting complex SaaS issues.
  • Proficiency in using and troubleshooting SaaS applications.
  • Hands-on experience with APIs, webhooks, scripting, and MongoDB or similar databases.
  • Knowledge of data handling, migration, and security within SaaS environments.
  • Experience with remote support tools and troubleshooting methods.
  • Exceptional written and verbal communication skills with the ability to explain technical concepts to non-technical users.
  • Experience with modern customer support platforms such as Intercom, Zendesk, or Freshdesk.
  • Strong analytical, critical thinking, and problem-solving skills.
  • Ability to work collaboratively with cross-functional teams and guide junior support agents.
  • Relevant technical certifications such as ITIL or SaaS-specific certifications are an added advantage.

Interested in this position?

Apply directly on the company website

Apply Now

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