Product Support Engineer
New
W
WATI.ioCustomer Engagement Platform
IndonesiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2–4 years
- Required Skills
- RESTful APIsTroubleshootingTechnical supportCRMCustomer supportSaaS
Requirements
- Minimum of 2–4 years of experience in Product Support, Customer Support, Technical Support, or similar support roles.
- At least 1 year of experience in a Software/SaaS company.
- Strong technical support skills, including understanding of basic API queries, integrations, automation, and routing flows.
- Must have a strong understanding of how CRM systems work.
- Experience using help desk software and remote support tools.
- Excellent verbal and written communication skills in English.
- Bahasa Indonesia proficiency is preferred.
- Ability to work in a fast-paced environment and multitask effectively.
- Flexible to work on shift schedules.
Responsibilities
- Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products.
- Respond to customer questions, concerns, and complaints via various channels (phone, email, chat) professionally and courteously.
- Conduct thorough investigations and analyses of customer-reported issues, identify root causes, and provide appropriate solutions or workarounds.
- Collaborate with the technical team or escalate complex technical issues as needed, ensuring timely resolution and customer satisfaction.
- Document and track support tickets using our ticketing system, ensuring accurate and detailed records of customer interactions and issue resolution.
- Contribute to developing and maintaining product documentation, user guides, FAQs, and knowledge base articles to assist customers in self-service support.
- Deliver product training sessions remotely to educate customers on product features, best practices, and usage.
- Collaborate closely with cross-functional teams, including product development, onboarding, and sales, to communicate customer feedback, identify improvement opportunities, and advocate for customer needs.
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