Product Support Associate - L1

WatiSaaS customer engagement

Mexico. ColombiaFull-TimeEntry

Salary not disclosed

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Job Details

Hold a bachelor's degree in Computer Science, Information Technology, or a related field.
Have 2+ years of experience in a technical support role, with a focus on troubleshooting complex SaaS product issues.
Be proficient in using and troubleshooting SaaS applications.
Have hands-on experience with APIs, webhooks, and scripting.
Have working knowledge of MongoDB or similar databases.
Know data handling, migration, and security within SaaS environments.
Have experience with remote support tools and troubleshooting methods.
Have experience with customer support platforms such as Intercom, Zendesk, or Freshdesk.
Be able to explain technical concepts to non-technical users in writing and verbally.
Have strong analytical and problem-solving skills, with the ability to think critically and logically.
Be able to collaborate with cross-functional teams and guide junior support agents.
Be open to early morning or evening shifts and weekend work, maintaining a 5-day work week; no night shifts.
Relevant technical certifications such as ITIL or SaaS-specific certifications are an advantage.

Provide second-level technical support for the SaaS product, including its functionalities, configurations, and integrations.
Investigate and resolve complex issues escalated from Level 1 support, including software bugs, integration problems, and data-related issues.
Communicate with customers and end-users to address technical issues.
Document customer interactions, resolutions, and technical solutions in the support ticketing system.
Collaborate with Level 1 agents, product development, and other internal departments to escalate and prioritize critical issues.
Train and mentor Level 1 support agents, sharing technical knowledge and best practices.
Stay current on product features and updates, and share product knowledge with the support team and customers.
Ensure support interactions meet service standards and contribute to improving support processes.
Provide product development with feedback on recurring issues, customer feedback, and suggestions.

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