Product Support Associate

Started as a WhatsApp team inbox in 2020, Wati has evolved into an AI-powered customer engagement platform that goes beyond a single channel. Designed for businesses that sell, support, and grow through conversations, Wati observes customer intent in real time, decides the next best revenue action, and executes it across marketing, sales, and support — on WhatsApp, Instagram, Facebook, TikTok, SMS, and more. Trusted by over 16,000 customers across 190+ countries, Wati simplifies complex operations and business conversations with a unified inbox, no-code automation, and our intelligent AI layer, Astra. Proudly backed by Tiger Global, Sequoia Capital, DST Global, and Shopify, and recognised as a Premium Partner of Meta and Google. Wati, the AI-Powered Customer Engagement Platform for Revenue Growth. We are hiring a Product Support Associate – L1 Support to assist our customers in solving technical problems when using our products and services. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures. Responsibilities - Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products. Respond to customer questions, concerns, and complaints via various channels (phone, email, chat) professionally and courteously. Demonstrate in-depth knowledge of our products, features, functionalities, and technical specifications to assist customers effectively. Conduct thorough investigations and analyses of customer-reported issues, identify root causes, and provide appropriate solutions or workarounds. Collaborate with the technical team or escalate complex technical issues as needed, ensuring timely resolution and customer satisfaction. Document and track support tickets using our ticketing system, ensuring accurate and detailed records of customer interactions and issue resolution. Contribute to developing and maintaining product documentation, user guides, FAQs, and knowledge base articles to assist customers in self-service support. Deliver product training sessions remotely to educate customers on product features, best practices, and usage. Collaborate closely with cross-functional teams, including product development, onboarding, and sales, to communicate customer feedback, identify improvement opportunities, and advocate for customer needs. Monitor and track key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes. Continuously expand knowledge and skills through self-learning, training programs, and certifications to stay updated with product enhancements, industry trends, and new technologies. Minimum of 2–4 years of experience in Product Support, Customer Support, Technical Support, or similar support roles, with at least 1 year of experience in a Software/SaaS company. Strong technical support skills, including understanding of 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. 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. Ability to work in a fast-paced environment and multitask effectively. Flexible to work on shift schedules.