SUPPORT SPECIALIST

Location: Remote / Time Zone CESTDepartment: SuccessReports To: Head of Success About WoztellWoztell is proud to be one of the 100 official Business Solution Providers for WhatsApp API. Our dynamic SaaS platform offers businesses seamless integration with WhatsApp Business API, Instagram, Facebook Messenger, and other conversational channels. We facilitate thousands of broadcasts and empower companies to enhance their communication strategies. Our clients range from SMBs to large enterprises and government organizations, all benefiting from our top-tier customer engagement solutions.With offices in Hong Kong, Spain, Mexico, and Argentina, our young and ambitious team is dedicated to achieving excellence in everything we do.Job Overview Support Specialist:As part of Woztell’s commitment to providing top-tier customer service, we are expanding our support team with a Support Specialist. This role focuses on more complex technical issues that go beyond the typical customer queries handled by our Key Account Managers (KAMs).In this role, you will be responsible for troubleshooting technical issues related to our SaaS platform, working closely with both customers and internal development teams to resolve advanced problems and ensure a seamless experience.Top 3 Objectives for Support Specialist:Efficient Issue Resolution and Customer Satisfaction:Ensure quick and effective resolution of technical issues escalated from the first-level support. By addressing complex challenges related to integrations, APIs, and platform bugs, you will help maintain high customer satisfaction and contribute to the retention of key accounts. Proactively identify recurring issues to implement preventative measures, thus enhancing overall customer loyalty.Technical Optimization and Platform Enhancement:Collaborate closely with the development team to troubleshoot and resolve advanced technical problems, contributing to continuous improvement of the Woztell platform. Your insights from working with customers will drive product enhancements and help prevent future issues, ensuring customers can maximize the value of the platform.Support for Upsell and Cross-Sell Opportunities:Assist in identifying upsell and cross-sell opportunities by providing technical expertise during customer interactions. Help customers understand and use more advanced features of the platform, positioning Woztell as a comprehensive solution that drives revenue growth and further engagement within key accounts.Key Responsibilities Support Specialist:Handle escalated technical issues from the first level of support, mainly managed by KAMs.Diagnose and resolve complex technical problems involving integrations, APIs, and data queries.Collaborate with the development team to resolve bugs and improve the platform based on customer feedback.Provide detailed and thorough troubleshooting for issues involving our conversational channels (WhatsApp Business API, Instagram, Facebook Messenger).Assist clients with custom configurations, workflows, and advanced setup processes when needed.Required Skills & Qualifications:Experience working with SaaS platforms, ideally within customer support or technical roles.Strong analytical and problem-solving skills, with the ability to work independently and in collaboration with the development team.Prior experience working with the WhatsApp Business API or similar SaaS products, with a strong understanding of how these tools impact customer engagement and communication strategies.Tech Savvy: Familiarity with tech stacks related to SaaS platforms and integrations, and the ability to quickly learn and adapt to new technologies.CRM Expertise: Hands-on experience with ZOHO CRM for managing customer relationships, tracking performance, and driving engagement.Fluent in English: Strong verbal and written communication skills in English are essential, with the ability to articulate complex concepts to diverse stakeholders clearly.Multilingual: Proficiency in Spanish or other languages (preferred but not required) is required to engage with a broader range of clients globally.Preferred Qualifications:Familiarity with JavaScript and PHP to diagnose and resolve simple code-related issues.Familiarity with RestAPI and GraphQL API (recommended) for troubleshooting API integrations and connections.SQL knowledge to analyse and troubleshoot database-related problems.Benefits:Competitive salary and bonus structure.Flexible working hours Remote work.Access to learning and development opportunities.