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Wati

Customer Support Associate

Job Posted 12 Days Ago Posted 12 Days Ago
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Remote
Hiring Remotely in India
Junior
Remote
Hiring Remotely in India
Junior
Customer Support Associate will respond to customer queries, analyze product issues, update databases, and gather customer feedback to enhance service.
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Description

Wati is a growing SaaS platform that provides end-to-end WhatsApp API solutions for SMBs and large enterprises. We aim to simplify business communication, helping businesses meet their customers where they are - WhatsApp.

Backed by global investors such as Sequoia, DST Global, and Tiger Global, we're Shopify's first investment in a startup in Asia.

Headquartered in Hong Kong and trusted by 12000+ customers across 100+ countries. We're a rapidly expanding team filled with talented people from around the globe.

We are growing fast, and we are now looking for a Customer Support Associate to join our team. As a Customer Support Associate, you will play a key role in ensuring our customers receive timely, helpful, and high-quality support. You will work closely with users to resolve their queries, guide them through features, and help them get the most out of our platform.

Responsibilities:

  • Respond to customer queries promptly and accurately via phone, email or chat.
  • Identify customer needs and help customers use specific features.
  • Analyse and report product malfunctions.
  • Update our internal databases with information about technical issues and helpful customer discussions.
  • Share feature requests and effective workarounds with team members.
  • Inform customers about new features and functionalities.
  • Follow up with customers to ensure their technical issues are resolved.
  • Gather and share customer feedback with our Product, Sales and Marketing teams.
Requirements
  • Minimum of 2 years experience as a Customer Service Support or similar CS role.
  • English Proficiency - Excellent communication in verbal and written.
  • Experience working within a SaaS environment is required.
  • 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.
  • Flexible to work on a shift schedule including night shifts and weekends.

Top Skills

Crm Systems
Help Desk Software
Remote Support Tools
Whatsapp Api

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