Customer Success & WhatsApp Technical Support Executive

AV Square Technologies; Chennai District; On-site; INR 400,000 - 600,000; Full time

Job summary

AV Square Technologies in India is seeking a patient, organized and customer-friendly executive to help new Waflo customers complete onboarding, connect their WhatsApp account and start using the platform successfully. This is a customer success and product-support role.

The candidate should be comfortable learning software and guiding customers through technical setup steps, even if programming knowledge is not required.

Qualifications

• Experience in SaaS customer support.
• Software product onboarding experience.
• CRM and WhatsApp Business support experience.
• Ecommerce and technical help desk experience.
• Telephonic customer service and customer success experience.

Responsibilities

• Contact newly registered Waflo customers.
• Understand the customers business and intended use.
• Guide customers through Meta and WhatsApp Business onboarding.
• Assist with WhatsApp number connection and verification.
• Conduct onboarding through phone, WhatsApp and screen-sharing calls.
• Help customers configure their profile, contacts, templates and campaigns.
• Guide customers in sending their first successful message.
• Explain Waflo features in simple language.
• Answer product and account-related questions.
• Follow up with customers who have not completed onboarding.
• Maintain customer notes, tickets and next-action dates.
• Identify product bugs and document them clearly.
• Escalate technical issues to the development team.
• Verify whether resolved issues are working for customers.
• Create simple onboarding guides, help videos and FAQs.
• Collect customer feedback and feature requests.
• Support subscription renewal and customer retention.
• Maintain daily onboarding and support reports.

Skills

SaaS customer support

Product onboarding

CRM support

WhatsApp Business support

Ecommerce support

Technical help desk

Telephonic customer service

Customer success

Job description

Role & responsibilities

We are looking for a patient, organised and customer-friendly executive to help new Waflo customers complete onboarding, connect their WhatsApp account and start using the platform successfully.

This is a customer success and product-support role. Programming knowledge is not compulsory, but the candidate must be comfortable learning software and guiding customers through technical setup steps.

Key responsibilities

• Contact newly registered Waflo customers
• Understand the customers business and intended use
• Guide customers through Meta and WhatsApp Business onboarding
• Assist with WhatsApp number connection and verification
• Conduct onboarding through phone, WhatsApp and screen-sharing calls
• Help customers configure their profile, contacts, templates and campaigns
• Guide customers in sending their first successful message
• Explain Waflo features in simple language
• Answer product and account-related questions
• Follow up with customers who have not completed onboarding
• Maintain customer notes, tickets and next-action dates
• Identify product bugs and document them clearly
• Escalate technical issues to the development team
• Verify whether resolved issues are working for customers
• Create simple onboarding guides, help videos and FAQs
• Collect customer feedback and feature requests
• Support subscription renewal and customer retention
• Maintain daily onboarding and support reports

Preferred experience

Experience in any of the following is useful:

• SaaS customer support
• Software product onboarding
• CRM support
• WhatsApp Business support
• Ecommerce customer support
• Technical help desk
• Telephonic customer service
• Customer success

Performance expectations

The candidate will be measured on:

• New users contacted within the defined time
• Percentage of users completing WhatsApp connection
• Percentage completing their first successful message
• Average onboarding completion time
• Support response and resolution time
• Open tickets and pending follow-ups
• Customer retention
• Customer satisfaction
• Accuracy of escalation notes
• Help documents and onboarding videos created