Product Support Associate - L1

Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.Trusted and loved by over 20,000+ customers across 100+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice.In a world where real-time interactions drive growth, Wati's story is all about business growth through conversations. At Wati, we believe that every conversation matters, whether it's engaging a first-time prospect, nurturing a qualified lead, or deepening relationships with loyal clients. We transform these conversations into opportunities for building relationships, and strong relationships lead to increased revenue.Our PlatformThe AI-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises.Our Backing & PartnershipsWati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.About The Role-We are seeking a Product Support Associate to assist our customers in resolving technical issues related to our products and services. In this role, your responsibilities will include addressing customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful, you should be an excellent communicator capable of earning our clients' trust and familiar with help desk software. Ultimately, you will contribute to establishing our reputation as a company that provides outstanding customer support during both sales and after-sales processes.Rotational role — no night shifts, but the candidate should be open to early morning or evening shifts and weekend, while maintaining a 5-day work week.Responsibilities:Respond to customer queries promptly and accurately via phone, email, or chatIdentify customer needs and assist them in using specific featuresAnalyze and report product malfunctionsUpdate internal databases with information about technical issues and customer interactionsShare feature requests and effective workarounds with team membersInform customers about new features and functionalitiesFollow up with customers to ensure their technical issues are resolvedGather and share customer feedback with our Product, Sales, and Marketing teamsRequirementsMinimum of 2 years of experience in Product Support or a similar technical support roleProficiency in English and Spanish is a mustExperience working in a SaaS environment is requiredFamiliarity with help desk software and remote support toolsExperience with modern customer support platforms (e.g., Intercom, Zendesk, Freshdesk)Excellent communication and problem-solving skillsAbility to demonstrate patience when handling complex queries and challengesFlexibility to work shifts