Product Support Associate

Wati
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 2-4 yearsSkills: ["Communication","Problem-solving","Patience","Multitasking"]

Support customers by handling technical inquiries, troubleshooting product issues, and resolving problems across channels. You’ll investigate root causes, escalate complex cases to the technical team, and maintain accurate support ticket records. The role also includes updating product documentation and delivering remote product training, while collaborating with cross-functional teams to share customer feedback and monitor support KPIs.

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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

Support customers by handling technical inquiries, troubleshooting product issues, and resolving problems across channels. You’ll investigate root causes, escalate complex cases to the technical team, and maintain accurate support ticket records. The role also includes updating product documentation and delivering remote product training, while collaborating with cross-functional teams to share customer feedback and monitor support KPIs.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving product-related problems.
  • •Respond to customer questions, concerns, and complaints via phone, email, and chat professionally.
  • •Investigate and analyze customer-reported issues to identify root causes and deliver solutions or workarounds.
  • •Collaborate with the technical team or escalate complex issues to ensure timely resolution and customer satisfaction.
  • •Document and track support tickets, contribute to knowledge base documentation, and deliver remote product training.

Key Requirements

  • •Minimum 2–4 years of experience in product support, customer support, technical support, or similar roles, including at least 1 year in a software/SaaS company.
  • •Strong technical support skills, including understanding basic API queries, integrations, automation, and routing flows.
  • •Excellent English communication (verbal and written); Bahasa Indonesia proficiency is preferred.
  • •Experience using help desk software and remote support tools.
  • •Strong understanding of how CRM systems work, with problem-solving and patience for complex queries.
Experience:2-4 yearsSoftware/SaaS
Skills:CommunicationProblem-solvingPatienceMultitasking
Languages:EnglishBahasa Indonesia
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