Stellenbeschreibung:

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

Your Profile

• Proven experience in a technical support or customer service role, ideally within an API or SaaS environment.
• Strong understanding of web technologies and APIs; experience with RESTful APIs is a plus.
• Excellent analytical and problem-solving skills.
• Bilingual proficiency in English and Portuguese (BR) or Spanish (C1 or above).
• Ability to work in a fast-paced environment and manage multiple tasks effectively.
• Detail-oriented and structured in your approach to customer service and communication.
• Willingness to participate in weekend shifts as part of a rotating schedule (approximately one weekend per month).

Bonus Skills

• Experience with WhatsApp Business API and/or META Developer Tools.
• Knowledge of programming languages (e.g., JavaScript, Python).
• Previous experience in an L2 support role is a plus.
• Additional languages are a welcome bonus!

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.

• Join a dynamic, innovative team where you'll collaborate with some of the brightest minds in tech.
• Enjoy daily opportunities to learn, grow, and push the boundaries of what's possible.
• Work from anywhere in the world with full remote flexibility.
• Receive a competitive remuneration package that reflects your skills and experience.

NOTE / HINWEIS:

EN: Please refer to Fuchsjobs for the source of your application

DE: Bitte erwähne Fuchsjobs, als Quelle Deiner Bewerbung