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Support Specialist (8919604)

 

WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 1 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas — making it accessible and reliable wherever you are. It's a simple and secure way to share your favorite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world.

The WhatsApp Business API was announced in August and we have seen a huge interest from medium to large businesses to use the Business API platform to engage with their users. We are looking to grow the Business API support team.

  • Become a technical expert of the WhatsApp Business API for all platforms
  • Provide white-glove support to WhatsApp Business platform system admininstators such as IT professionals or web developers to ensure a high level of customer service
  • Meet or exceed daily performance metrics related to key performance indicators, e.g. SLA, Response Time, CSAT, etc.
  • Maintain a high proficiency of all processes and product updates
  • Identify workflow related opportunities and suggest improvements
  • Investigate, triage, and report technical issues with the WhatsApp Business API on supported platforms
  • Follow internal escalation paths across multiples tiers of scaled support
  • Display solid understanding of API functionality, and perform API calls 

We are seeking a customer support extraordinaire who is passionate about helping customers resolve their issues, willing to improve our customer experience, and wants to make a positive impact on an emerging team. The ideal candidate is someone who has worked in a product customer support or tier one technical support environment within the technology or social media industry.  

 

Essential Skills/Experience:  

  • 2-4 years of experience providing customer or enterprise support in a technical environment
  • Customer-oriented midset with demonstrated understanding and empathy
  • High attention to detail, with an ability to execute standard workflows while also adapting appropriately to business and process changes when necessary
  • Excellent communicator with the ability to clearly explain technical steps to a non-tech savvy audience
  • Creative problem solver with excellent troubleshooting skills
  • Demonstrated ability to multitask and prioritize in a fast-paced environment
  • Collaborative team player with "get it done” attitude
  • Comfortable with processes and repetition
  • B2B technical support experience is highly desired
  • Available to work during weekends on a rotational basis
  • High quality written and spoken English is mandatory

 

Preferred Skills: 

  • Basic understanding of a Web stack; basic scripting experience
  • Some SQL skills preferred
  • Social media support experience
  • Associates degree, Bachelors degree preferred
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