L2 Technical Support Engineer | Remote

About 360Dialog

360Dialog is at the forefront of performance-driven communication in the WhatsApp Business ecosystem. With over 40,000 clients worldwide, we empower businesses to leverage WhatsApp for scalable customer engagement and optimization through our powerful API solutions.

As a Customer Support Level 2 Agent for LATAM , you will play a pivotal role in ensuring that our clients receive exceptional support and to troubleshoot more complex technical issues related to WhatsApp Business API and our products. Your deep understanding of technical requirements and problem-solving capabilities will be paramount in facilitating seamless communication between our clients and our support teams.

Your Role

• Provide second-level support to our customers using our internal tools and external platforms.
• Analyze, troubleshoot, and resolve advanced technical issues with our API and services.
• Collaborate with other support teams to triage and escalate issues as necessary.
• Document solutions and create knowledge base articles for internal reference.
• Communicate effectively with clients, ensuring transparency and satisfaction throughout the support process.
• Contribute to team efforts in achieving KPIs and SLAs.

Requirements

Background Check Notice

By submitting your application, you acknowledge and agree that 360Dialog may conduct a background check as part of the recruitment and selection process. This may include verification of your professional experience, educational background, and other relevant information necessary to assess your suitability for the role.

Your Profile

Hard Skills

Soft Skills

Bonus Skills

Benefits

What we offer :

Here’s an opportunity to shape a whole new industry in Performance Messaging Solutions. You’ll be joining a team of experienced entrepreneurs who run a bootstrapped global company.