Customer Experience Champion

Há 5 horas


Brasil WATI - WhatsApp Team Inbox Tempo inteiro

About WATI - WhatsApp Team Inbox

We are a fast-growing SaaS platform revolutionizing customer communication for businesses. Our cutting-edge software empowers companies to engage with customers in real-time, at scale.

Our innovative platform is easy to use and can be up and running quickly. As a result, thousands of customers across 100+ countries trust us to provide exceptional customer support.

We're seeking a Product Support Associate to help our customers resolve technical issues related to our products and services. In this role, you'll address customer queries, recommend solutions, and guide product users through features and functionalities.

Your Responsibilities:

  • Respond to customer inquiries 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.

Requirements:

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

We estimate the salary for this role to be around $50,000-$60,000 per year, depending on location and experience.


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