Product Support Engineer

3 weeks ago
Full-time
Mid Level
Technical Writing and Documentation
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

  • Provide prompt customer support by addressing inquiries, troubleshooting issues, and resolving product-related problems.
  • Respond to customer questions, concerns, and complaints via phone, email, and chat in a professional manner.
  • Investigate customer-reported issues, identify root causes, and provide solutions or workarounds.
  • Collaborate with technical teams and escalate complex issues to ensure timely resolution and customer satisfaction.
  • Document and track support tickets in the ticketing system with accurate records of interactions and resolutions.
  • Create and maintain product documentation, user guides, FAQs, and knowledge base articles for self-service support.
  • Deliver remote product training sessions to educate customers on features, best practices, and usage.
  • Work with cross-functional teams such as product development, onboarding, and sales to share customer feedback and advocate for customer needs.
  • Monitor support KPIs such as response time, resolution time, customer satisfaction, and ticket volume.
  • Continuously build product and technical knowledge through self-learning, training programs, and certifications.

Requirements

  • 2–4 years of experience in Product Support, Customer Support, Technical Support, or a similar role.
  • At least 1 year of experience in a Software/SaaS company.
  • Strong technical support knowledge, including 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.
  • Strong understanding of how CRM systems work.
  • Excellent communication and problem-solving skills.
  • Ability to remain patient when handling complex queries and challenges.
  • Ability to work in a fast-paced environment and multitask effectively.
  • Flexible to work on shift schedules.

Interested in this position?

Apply directly on the company website

Apply Now

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