Product Support Associate

Wati
Bengaluru
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 1-4 yearsSkills: ["Communication","Problem-solving","Patience","Multitasking","Self-learning"]

Help customers solve technical issues with Wati’s products and services by troubleshooting, investigating root causes, and providing timely solutions or workarounds. Respond via phone, email, and chat, maintain accurate records in a ticketing system, and contribute to user guides and knowledge base content. Collaborate with technical and cross-functional teams, track support KPIs, and deliver remote product training sessions.

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FursaFursa
Wati
Wati
3 months ago

Product Support Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Help customers solve technical issues with Wati’s products and services by troubleshooting, investigating root causes, and providing timely solutions or workarounds. Respond via phone, email, and chat, maintain accurate records in a ticketing system, and contribute to user guides and knowledge base content. Collaborate with technical and cross-functional teams, track support KPIs, and deliver remote product training sessions.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Entry level

Key Responsibilities

  • •Provide prompt customer support by addressing inquiries, troubleshooting issues, and resolving problems related to Wati’s products.
  • •Handle customer questions and complaints professionally via phone, email, and chat, demonstrating strong product knowledge.
  • •Investigate and analyze reported issues to identify root causes and deliver appropriate solutions or workarounds.
  • •Collaborate with the technical team and escalate complex issues to ensure timely resolution and customer satisfaction.
  • •Document and track support tickets accurately, maintain support documentation, and deliver remote product training sessions.

Key Requirements

  • •Minimum 1-4 years experience in a product support or similar technical support role, including at least 1 year in a software company.
  • •Strong technical support skills, including understanding basic API queries, integrations, automation, and routing flows.
  • •Excellent English communication (verbal and written) and strong problem-solving skills.
  • •Experience using help desk software and remote support tools.
  • •Strong understanding of how CRM systems work.
Experience:1-4 years
Skills:CommunicationProblem-solvingPatienceMultitaskingSelf-learning
Languages:English
Tech Stack:APIIntegrationsAutomationRouting flowsHelp desk softwareRemote support toolsCRMTicketing system

Company Brief

Wati
Provides a WhatsApp-based customer engagement platform that helps businesses manage sales, support, and marketing conversations in one shared inbox. The product includes automation, broadcasts, chatbots, and team collaboration tools for messaging-led workflows.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Hong Kong, Hong Kong
Founded: 2018
WebsiteLinkedIn