Product Support Associate

Wati; Bengaluru; On-site; INR 300,000 - 600,000; Full time

Job summary

Wati is hiring a Product Support Associate in Bengaluru to assist customers in resolving technical issues. The role involves providing prompt support, addressing inquiries through various communication channels, and collaborating with technical teams for effective solutions. Candidates should have 1-4 years in technical support, strong communication skills, and timely availability. This opportunity offers a dynamic environment focused on customer satisfaction, with the flexibility to work in shifts.

Qualifications

• Minimum of 1-4 years experience in a Product Support role.
• English proficiency in verbal and written communication.
• Strong understanding of basic API queries and integrations.

Responsibilities

• Provide effective customer support by troubleshooting product issues.
• Respond to inquiries via various channels professionally.
• Collaborate with technical teams to resolve complex issues.

Skills

Technical support skills

Communication skills

Problem-solving skills

CRM systems understanding

Tools

Help-desk software

Remote support tools

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 escalate 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

Requirements

• 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