SaaS Product Support Associate (L1)

Wati Dot I O; Indonesia; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

Wati is hiring a Product Support Associate – L1 Support to help customers solve technical problems while using our AI-powered customer engagement platform. You will assist across channels, demonstrate product knowledge, and contribute to self-service resources.

Ideal candidates have 2–4 years in product or customer support within a software/SaaS company, strong API and CRM familiarity, and excellent communication in English (Bahasa Indonesia preferred).

Qualifications

• 2–4 years of experience in Product Support or Customer Support, with SaaS preferred.
• Strong technical support skills, including API queries, integrations, automation, and routing flows.
• Excellent verbal and written English; Bahasa Indonesia preferred.

Responsibilities

• Provide prompt and effective customer support across channels (phone, email, chat).
• Demonstrate in-depth knowledge of products, features, and technical specs to assist customers.
• Investigate and analyze reported issues, identify root causes, and provide solutions or workarounds.
• Escalate complex issues to the technical team and track resolution using the ticketing system.
• Contribute to product documentation, guides, FAQs, and knowledge base articles.

Skills

Customer support

Technical support

English proficiency

CRM knowledge

API queries

Tools

Help desk software

Remote support tools

Job description

Wati is hiring a Product Support Associate – L1 Support to help customers solve technical problems while using our AI-powered customer engagement platform. You will assist across channels, demonstrate product knowledge, and contribute to self-service resources.

Ideal candidates have 2–4 years in product or customer support within a software/SaaS company, strong API and CRM familiarity, and excellent communication in English (Bahasa Indonesia preferred).