Teams at Wati

Provides Level 2 technical support for a SaaS product by troubleshooting complex software, integration, API, webhook, and data issues. Communicates with customers, documents resolutions, manages escalations, collaborates with product and engineering teams, mentors Level 1 agents, supports quality improvements, and shares product knowledge. Requires rotational and weekend shifts within a five-day work week.

Assist customers through tickets and live chat, troubleshoot product issues, escalate bugs, document resolutions, update knowledge bases, test features, analyze recurring problems, and suggest support process improvements. The intern will learn SaaS support workflows, ticketing and CRM tools, SLAs, support metrics, root cause analysis, and cross-functional collaboration with Engineering, Product, and QA teams.

Supports daily accounting operations by recording journal entries, entering vouchers, maintaining sales orders, allocating customer payments, organizing financial documents, verifying data, and preparing basic reports. The intern also maintains financial trackers and assists with ad hoc finance operations while handling confidential information. The role requires four days per week for at least six months, including two days in the Shenzhen office.