Multi-Agent WhatsApp Customer Support Tool & No Code Chatbot Builder
Product Support Associate – L2
Location
Brazil
Posted
2 days ago
Salary
0
Seniority
Mid Level
Job Description
Product Support Associate – L2
WATI
• 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. • Investigate and resolve complex technical issues escalated from Level 1 support, including but not limited to software bugs, integration problems, and data-related issues. • Communicate with customers or end-users in a professional, empathetic, and customer-centric manner, ensuring their technical issues are addressed promptly and effectively. • Accurately document all customer interactions, resolutions, and technical solutions in the support ticketing system, maintaining comprehensive and organised records. • Collaborate closely with Level 1 support agents, product development teams, and other internal departments to escalate and prioritise critical issues and ensure timely resolutions. • Assist in training and mentoring Level 1 support agents, sharing your technical knowledge and best practices to improve their skills and knowledge. • Stay updated with the latest features, updates, and enhancements of our SaaS product, and share this knowledge with the support team and customers. • Ensure that all support interactions meet or exceed established quality and service standards, continuously improving the support process. • Provide valuable feedback to the product development team based on recurring technical issues, customer feedback, and suggestions for product improvement.
Job Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field
- 4+ years experience in a technical support role, with a strong focus on troubleshooting complex technical issues related to SaaS products.
- Proficiency in using and troubleshooting SaaS applications.
- Hands-on experience with APIs, webhooks, scripting, and working knowledge of MongoDB or similar databases.
- Knowledge of data handling, migration, and security within SaaS environments.
- Experience with remote support tools and troubleshooting methods.
- Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non technical users.
- Experience with modern customer support platforms (e.g., Intercom, Zendesk, Freshdesk).
- Strong analytical and problem-solving skills with the ability to think critically and logically.
- Ability to work collaboratively with cross-functional teams and guide junior support agents.
- Relevant technical certifications (e.g., ITIL, SaaS-specific certifications) would be an added advantage
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