Product Support Associate

Summary

Wati is seeking a Product Support Associate to assist customers with technical issues related to their products and services. The role involves responding to queries, identifying customer needs, reporting product malfunctions, updating internal databases, sharing feature requests, informing customers about new features, following up on resolved issues, and gathering customer feedback.

Requirements

• Minimum of 2 years of experience in Product Support or a similar technical support role
• Proficiency in English and Spanish is a must
• Experience working in a SaaS environment is required
• Familiarity with help desk software and remote support tools
• Strong understanding of CRM systems
• Excellent communication and problem-solving skills
• Ability to demonstrate patience when handling complex queries and challenges
• Flexibility to work shifts

Responsibilities

• Respond to customer queries promptly and accurately via phone, email, or chat
• Identify customer needs and assist them in using specific features
• Analyze and report product malfunctions
• Update internal databases with information about technical issues and customer interactions
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather and share customer feedback with our Product, Sales, and Marketing teams