360Dialog GmbH is looking for a Customer Support Specialist - Level 2 to join our team serving the LATAM region. You will play a pivotal role in ensuring our clients receive exceptional support by troubleshooting complex technical issues related to the WhatsApp Business API and our products. Your deep technical understanding and problem-solving skills will be key to maintaining seamless communication between our clients and support teams.
What You'll Do
- Provide second-level support to customers using 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.
- Contribute to team efforts in achieving KPIs and SLAs.
What We're Looking For
- Proven experience in a technical support or customer service role, ideally within an API or SaaS environment.
- Strong understanding of web technologies and APIs.
- 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 approach to customer service and communication.
- Willingness to participate in weekend shifts as part of a rotating schedule (approximately one weekend per month).
Nice to Have
- Experience with RESTful APIs.
- 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.
- Additional languages.
Technical Stack
- WhatsApp Business API
- RESTful APIs
Benefits & Compensation
- 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 boundaries.
- Work from anywhere in the world with full remote flexibility.
- Receive a competitive remuneration package that reflects your skills and experience.
Work Mode
This is a fully remote position open to candidates located in the LATAM region.
360Dialog GmbH is an equal opportunity employer.
