WhatsApp Support Specialist (Contract)

S$5-9k pm
Contract
Singapore
22 Feb 2020
BBBH751587

WhatsApp Support Specialist

The Client

Our client is a global social media and networking organization where they provide a widely used platform to individuals and their clientele base. They are looking for an experienced Support Engineer to join their team.

The Job Requirements

Key Roles & Responsibilities

  • Become a technical expert of the WhatsApp Business API for all platforms
  • Provide white-glove support to WhatsApp Business platform system administrators 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

Requirements

The Successful candidate should have:

  • 2-4 years of experience providing customer or enterprise support in a technical environment
  • Customer-oriented mindset 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
  • Understanding of REST API Methods and Webhooks
  • 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
  • B2B technical support experience is highly desired
  • Available to work during weekends on a rotational basis
  • Basic understanding of a Web stack; basic scripting experience
  • Experience with an API Testing tool (ie. POSTMAN, SoapUI, Advanced Rest Client)
  • Some SQL skills preferred

If you feel you have the right skills and experience for the role, kindly submit your updated CV in word format to nmirpuri@morganmckinley.com.sg

Referrals are greatly appreciated.

EA Licence No: 11C5502

EA Registration Number: R1877789

Nikita Mirpuri - R1871189's picture
Consultant | IT Contract & Interim Solutions Recruitment
Singapore +65 6818 3138 | nmirpuri@morganmckinley.com