{"id":698675,"url":"https://alion.io/job/wati-io-product-support-associate-3","title":"Product Support Associate","company":{"id":19796,"name":"Wati","domain":"wati.io","url":"https://alion.io/company/wati-io","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":93,"open_postings":62,"ghost_share":0.032,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":174,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-04-24T00:00:00Z","employer_posted_date":"2026-04-24","last_verified_at":"2026-10-18T11:34:42Z","board_verified":true,"closed_at":null,"days_open":177,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":177},"description":"About Wati\nStarted as a WhatsApp team inbox in 2020, Wati has evolved into a full revenue orchestration system that goes beyond a single platform. We empower businesses that sell, support, and grow through conversations by observing customer intent in real-time, deciding the next best revenue action, and executing it seamlessly across marketing, sales, and support-all within WhatsApp and connected messaging channels.\nOur Platform & AI Capabilities\nWati is designed for scalability and intelligence. Our AI-native platform simplifies complex customer communication operations through a unified inbox, a robust multi-channel messaging infrastructure, and no-code automation. At the heart of our solution is Astra, our intelligent AI layer, which helps you create AI Agents for all customer interactions and all your messaging platforms. By integrating AI agents into the ecosystem, we enable businesses of all sizes to deliver measurable ROI and build deeper customer relationships.\nOur Backing & Partnerships\nTrusted by over 16,000 customers across 190+ countries, Wati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta and Google, we maintain the highest standards of platform excellence and integration.\nWe 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.\nResponsibilities:\nProvide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products.\nRespond to customer questions, concerns, and complaints via various channels (phone, email, chat) professionally and courteously.\nDemonstrate in-depth knowledge of our products, features, functionalities, and technical specifications to assist customers effectively.\nConduct thorough investigations and analyses of customer-reported issues, identify root causes, and provide appropriate solutions or workarounds.\nCollaborate with the technical team or escalate complex technical issues as needed, ensuring timely resolution and customer satisfaction.\nDocument and track support tickets using our ticketing system, ensuring accurate and detailed records of customer interactions and issue resolution.\nContribute to developing and maintaining product documentation, user guides, FAQs, and knowledge base articles to assist customers in self-service support.\nDeliver product training sessions remotely to educate customers on product features, best practices, and usage.\nCollaborate closely with cross-functional teams, including product development, onboarding and sales, to communicate customer feedback, identify improvement opportunities, and advocate for customer needs.\nMonitor and track key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes.\nContinuously expand knowledge and skills through self-learning, training programs, and certifications to stay updated with product enhancements, industry trends, and new technologies.\nRequirements\n 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.\n Strong technical support skills including and understanding of basic API queries, integrations, automation and routing flows.\n English Proficiency - 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