Solution & Support Specialist

Qiscus is an AI-powered omnichannel customer engagement platform that enables businesses to meet the rising expectations for exceptional Customer Experiences (CX) by facilitating timely and intuitive conversations at scale.. The Solution and Support Specialist will play the important role of boosting our clients trust and enhancing customer experience (CX) by assisting clients in resolving technical issues through clear explanations of technical details. Therefore, we are looking for a person who possesses great problem-solving and communication skills to provide timely and accurate solutions to our clients' queries to do with technical issues.

What You Will Do:

• Manage and execute various WABA (WhatsApp Business API) related tasks, including but not limited to:
  • Template Approval Processes.
  • Handling Green Tick Requests.
  • Issue Escalation to Meta for resolution.
  • WABA Registration and Migration.
• Serve as a liaison between the organization and Meta for all WABA-related queries and concerns.
• Stay updated on Metas latest programs, policies, and procedures, especially regarding BSP (Business Solution Provider) capabilities.
• Verify and manage documentation required for Green Tick Requests under Metas new program.
• Maintain accurate records and documentation for all WABA-related activities.

What You Will Bring to the Role:

• Experienced in Solution and Support or similar roles
• Preferably from Information Technology or Computer Science background OR a relevant major
• Good understanding of computer systems, mobile devices and other tech products
• Possess the ability to diagnose and troubleshoot basic technical issues
• Have excellent problem-solving and communication skills
• Possess the ability to provide step-by-step technical help, both written and verbal
• Fluent in both Bahasa Indonesia and English (written and spoken)