Product Support Associate

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

Assist customers with technical issues across Wati’s AI-powered customer engagement platform. You’ll troubleshoot and resolve product inquiries, investigate root causes, and collaborate with technical teams to escalate complex problems. Maintain accurate support tickets, contribute to documentation and knowledge base content, and deliver remote product training. Use support tools and KPIs to improve response and resolution times while advocating customer feedback to cross-functional teams.

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FursaFursa
Wati
Wati
1 month ago

Product Support Associate

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

Job Summary

Assist customers with technical issues across Wati’s AI-powered customer engagement platform. You’ll troubleshoot and resolve product inquiries, investigate root causes, and collaborate with technical teams to escalate complex problems. Maintain accurate support tickets, contribute to documentation and knowledge base content, and deliver remote product training. Use support tools and KPIs to improve response and resolution times while advocating customer feedback to cross-functional teams.
Location: Indonesia
Workplace: Remote
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, identify root causes, and provide solutions or workarounds
  • •Document and track support tickets using a ticketing system with accurate records
  • •Collaborate with technical and cross-functional teams to escalate issues, communicate feedback, and support improvements

Key Requirements

  • •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 verbal and written communication skills in English; Bahasa Indonesia proficiency preferred
  • •Experience using help desk software and remote support tools
  • •Strong understanding of how CRM systems work
Experience:2-4 yearsSaaS
Skills:CommunicationProblem-solvingPatienceMultitasking
Languages:EnglishBahasa Indonesia
Tech Stack:Help desk softwareTicketing systemCRMAPIIntegrationsAutomationRouting

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