Wati.io: Product Support Intern

Related keywords: live chat remote jobchat support remote jobchat remote job

Overview

Wati.io is seeking a Product Support Intern to join their growing Customer Support team. This position is a unique opportunity for students or recent graduates who are interested in building a career in customer support, customer success, or SaaS operations. The internship is unpaid and lasts for 3 to 6 months, offering a chance to gain practical experience while contributing to a leading company in conversational growth via WhatsApp.

About Wati

Wati is recognized as the world's leading WhatsApp-first conversational growth platform. Trusted by over 16,000 customers in more than 190 countries, Wati excels at leveraging messaging channels to foster deeper customer relationships and enhance revenue growth. The platform is designed to streamline interactions and operations, allowing businesses from startups to established enterprises to benefit from their intelligent solutions. Notably, Wati is backed by high-profile investors such as Tiger Global, Sequoia Capital, and Shopify, and boasts partnerships with major tech firms like Meta and Google.

Key Responsibilities

The Product Support Intern will have several key responsibilities that focus on customer interaction and support. These include:

• Responding to customer queries through tickets and live chat.
• Understanding customer concerns and providing accurate solutions in a timely manner.
• Escalating complex issues and bugs to relevant internal teams while documenting properly.
• Learning to adhere to Service Level Agreements (SLAs) and contribute to maintaining quality standards.
• Updating the internal knowledge base and frequently asked questions (FAQs).
• Assisting in product feature testing and reproducing customer-reported issues.
• Analyzing recurring problems to propose improvements to support processes.
• Maintaining clear and professional communication with customers.

Learning Opportunities

The internship provides invaluable insights into the operations of SaaS customer support, covering:

• The end-to-end functioning of support operations.
• Familiarity with ticketing systems, live chat tools, and CRM workflows.
• Basics of product troubleshooting and root cause analysis.
• Best practices in customer communication.
• Collaboration with Engineering, Product, and Quality Assurance (QA) teams.
• Understanding support metrics like First Response Time (FRT) and Customer Satisfaction (CSAT).

Required Skills & Qualifications

This internship is suited for those who possess a combination of the following skills and qualifications:

• Strong written and verbal communication abilities.
• A customer-first mindset with a willingness to learn and adapt.
• A basic understanding of web applications, browsers, and SaaS tools.
• Problem-solving and analytical capabilities.
• The ability to thrive in a fast-paced workplace.
• Current enrollment in or completion of a degree in any discipline is essential.

Additionally, candidates with the following skills might have an edge, although they are not mandatory:

• Basic familiarity with SaaS or B2B products.
• Experience with support tools like Zendesk, Freshdesk, or Intercom.
• Technical knowledge, including understanding APIs, logs, SQL, or HTML.
• Previous internship or customer-facing experience.

Who Should Apply

This internship is specifically targeted at:

• Students or fresh graduates keen on entering the SaaS and customer support field.
• Individuals who wish to begin a career in technology without extensive coding skills.
• Fast learners with strong communication who can rapidly adapt to new systems and processes.

Internship Benefits

Participants in this internship will receive numerous benefits, including:

• Hands-on experience in a real-world SaaS support environment, enhancing their resumes.
• Mentorship from seasoned support leaders, providing valuable guidance for professional growth.
• A certificate of completion along with a recommendation letter based on performance.
• The potential for full-time role conversion depending on performance and organizational needs.
• Exposure to working with global customers and real production systems, offering insights into international customer support dynamics.

In summary, the Product Support Internship with Wati provides a comprehensive learning experience for emerging professionals interested in the fast-paced world of SaaS and customer support. This is a compelling opportunity for those ready to commit to their professional development while fostering meaningful customer connections.

This job offer was originally published on weworkremotely.com