SaaS Product Support Associate (L1)

WATI.io; Kuala Lumpur; On-site; MYR 44,640 - 72,540; Full time

Job summary

WATI.io is looking for a Product Support Associate – L1 Support based in Kuala Lumpur to assist customers with technical problems regarding our products. Your role is essential to maintain our reputation for excellent customer support throughout the sales and after-sales processes.

Ideal candidates should possess 2-4 years of experience in customer support, strong technical skills, and the ability to communicate effectively in English, with Bahasa Indonesia as a plus. Flexibility to work shifts is required.

Qualifications

• 2-4 years of experience in Product Support or similar roles.
• Experience in a Software/SaaS company.
• Strong understanding of CRM systems.

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.
• Monitor key performance indicators related to customer support.

Skills

Technical support skills

API queries understanding

Automation knowledge

Problem-solving skills

CRM systems knowledge

Communication skills

Multitasking ability

Tools

Help desk software

Remote support tools

Job description

WATI.io is looking for a Product Support Associate – L1 Support based in Kuala Lumpur to assist customers with technical problems regarding our products. Your role is essential to maintain our reputation for excellent customer support throughout the sales and after-sales processes.

Ideal candidates should possess 2-4 years of experience in customer support, strong technical skills, and the ability to communicate effectively in English, with Bahasa Indonesia as a plus. Flexibility to work shifts is required.