Product Support Associate

Responsibilities

• Provide prompt L1 technical support by addressing inquiries and troubleshooting product issues via phone, email, and chat.
• Conduct thorough investigations into customer-reported issues to identify root causes and provide effective solutions or workarounds.
• Document and track support tickets using the internal ticketing system to ensure accurate records of customer interactions.
• Collaborate with technical teams to escalate complex issues and ensure timely resolution.
• Contribute to the development of product documentation, user guides, FAQs, and knowledge base articles.
• Deliver remote product training sessions to educate customers on features and best practices.
• Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.

Requirements

• 2–4 years of experience in Product, Technical, or Customer Support.
• At least 1 year of experience working within a Software/SaaS company.
• Strong technical understanding of basic API queries, integrations, automation, and routing flows.
• Proficiency in English (written and verbal); proficiency in Bahasa Indonesia is a significant advantage.
• Experience using help desk software and remote support tools.
• Solid understanding of how CRM systems operate.
• Ability to work flexible shift schedules in a fast-paced environment.

About the Company

Wati is an AI-powered customer engagement platform designed to help businesses grow through conversations. Trusted by over 16,000 customers across 190+ countries, Wati simplifies complex operations through a unified inbox, no-code automation, and an intelligent AI layer. We are a Meta and Google Premium Partner, backed by leading investors including Tiger Global, Sequoia Capital, and Shopify.