WATI logo
WATI

Multi-Agent WhatsApp Customer Support Tool & No Code Chatbot Builder

Product Support Associate – L2

GeneralGeneralFull TimeRemoteMid LevelTeam 11-50Since 2021H1B No SponsorCompany SiteLinkedIn

Location

Brazil

Posted

2 days ago

Salary

0

Seniority

Mid Level

Bachelor Degree4 yrs expEnglishMongoDB

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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