Product Support Associate

WhatsApp Team Inbox; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

WhatsApp Team Inbox is seeking a Product Support Associate to provide exceptional customer support for our products. The role involves troubleshooting technical issues, maintaining product documentation, and delivering remote training sessions. Ideal candidates should have 1-4 years in similar roles, excellent communication skills, and a strong understanding of CRM systems. The position requires flexibility with working hours and the ability to work in a fast-paced environment.

Qualifications

• 1-4 years of experience as a Product Support or similar technical support role.
• Strong understanding of basic API queries, integrations, and automation.
• Proficient in English communication (verbal and written).
• Experience with help desk software and remote support tools.

Responsibilities

• Provide prompt and effective customer support.
• Respond to customer inquiries via phone, email, and chat.
• Conduct investigations of customer-reported issues.
• Document and track support tickets accurately.

Skills

Technical support skills

English Proficiency

Communication skills

Problem-solving skills

Ability to multi-task

Tools

Help desk software

Remote support tools

CRM systems

Job description

Product Support Associate

We are hiring a Product Support Associate to assist our customers in solving technical problems when using our products and services. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products.
• Respond to customer questions, concerns, and complaints via various channels (phone, email, chat) professionally and courteously.
• Demonstrate in-depth knowledge of our products, features, functionalities, and technical specifications to assist customers effectively.
• Conduct thorough investigations and analyses of customer‑reported issues, identify root causes, and provide appropriate solutions or workarounds.
• Collaborate with the technical team or upscale complex technical issues as needed, ensuring timely resolution and customer satisfaction.
• Document and track support tickets using our ticketing system, ensuring accurate and detailed records of customer interactions and issue resolution.
• Contribute to developing and maintaining product documentation, user guides, FAQs, and knowledge base articles to assist customers in self‑service support.
• Deliver product training sessions remotely to educate customers on product features, best practices, and usage.
• Collaborate closely with cross-functional teams, including product development, onboarding, and sales, to communicate customer feedback, identify improvement opportunities, and advocate for customer needs.
• Monitor and track key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes.
• Continuously expand knowledge and skills through self-learning, training programs, and certifications to stay updated with product enhancements, industry trends, and new technologies.

Qualifications

• Minimum of 1‑4 years experience as a Product Support or similar technical support role and a minimum of 1 year in a Software Company.
• Strong technical support skills including understanding of basic API queries, integrations, automation and routing flows.
• English Proficiency – Excellent communication in verbal and written.
• Experience using help desk software and remote support tools.
• Must have a strong understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Ability to demonstrate patience when handling complex queries and challenges.
• Ability to work in a fast‑paced environment and multi‑task.
• Flexible to work on a shift schedule including night shifts.
• Available to start immediately or within the next 7 days.