Customer Support Associate (Spanish speakers)
wati.io, Brazil

WATI is an early stage, fast growing SaaS platform that is revolutionizing how companies communicate with their customers.

Through our cutting-edge customer engagement software built on Whatsapp’s Business API, businesses are now able to have personalized conversations, be easily accessible and engage with their customers in-real time - at scale! We live in the on-demand economy, where customers expect fast, simple and easy service and that’s exactly what our platform empowers companies to do.

This is made possible through WATI’s easy-to-use platform that can be made up and running in no time. As a result, small and medium businesses have embraced the platform rapidly, and thousands of customers across 54 countries are now using WATI within just a year of launch.

We are hiring a Customer Support Associate to assist our customers in solving technical problems when using our products and services. Customer Support Associate responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To succeed in this role, you should be an excellent communicator who can earn our clients’ trust. You should also be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities:

• Respond to customer queries promptly and accurately via phone, email or chat.
• Identify customer needs and help customers use specific features.
• Analyse and report product malfunctions
• Update our internal databases with information about technical issues and helpful customer discussions.

• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved
• Gather and share customer feedback with our Product, Sales and Marketing teams.

Requirements

• Minimum of 2 years experience as a Customer Service Support or similar CS role.
• Proficiency in English and Spanish is a must.
• Experience working within a SaaS environment is required
• 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
• Flexible to work at night shifts

Job Rewards and Benefits