Product Support Analyst
Product Support Analyst
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Job Description
About Workato
Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration Workato helps businesses globally streamline operations by connecting data processes applications and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time driving efficiency and agility.
Trusted by a community of 400000 global customers Workato empowers organizations of every size to unlock new value and lead in todays fast-changing world. Learn how Workato helps businesses of all sizes achieve more at .
Why join us
Ultimately Workato believes in fostering a flexible trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company.
But we also believe in balancing productivity with self-care. Thats why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.
If this sounds right up your alley please submit an application. We look forward to getting to know you!
Also feel free to check out why:
Business Insider named us an enterprise startup to bet your career on
Forbes Cloud 100 recognized us as one of the top 100 private cloud companies in the world
Quartz ranked us the #1 best company for remote workers
Responsibilities
We are looking for an exceptional Product Support Analyst to join our fast-growing team based in Japan.
In this role you will play an important role in ensuring that customers have the best support experience possible. You should be attentive in understanding customer issues be sharp at identifying problems and provide timely practical solutions and creative workarounds.
In this role you will also be responsible to:
Providing application product support for customers within the Japanese market.
Independently debugging and proposing resolution/workaround for complex product issues
Identifying errors and causes and managing resulting action items to completion
Coordinating across various teams to effectively manage product issues and product engineering requests
Responding to daily user requests incidents and follow up on problems in a timely manner via email and ticketing system
Resolving or coordinating the resolution of issues with other internal teams or external application support team where necessary
Coordinating and following up with Product team to ensure permanent fix is prioritized planned and delivered
Communicating and providing status updates on issues to business users management team and other stakeholders
Documenting solutions to customer issues contribute to knowledge base and cross train other team members to build up functional and technical expertise for our supported applications
Additional duties as necessary
Requirements
Qualifications / Experience / Technical Skills
REQUIRED:
Ability to communicate in Japanese fluently to engage and support customers (JLPT N1 level)
Proficiency in reading and writing English.
13 years of experience in the IT industry troubleshooting and responding to customer inquiries. Or fresh graduates with a degree in Computer Engineering Computer Science Information Technology or a related technical field.
PREFERRED:
General knowledge of integration/automation technology
A degree in Computer Engineering Computer Science or Information Technology or equivalent experience
Some knowledge of business applications (e.g. Salesforce Google Suites QuickBooks Infusionsoft Dropbox Box Microsoft Outlook Shopify Xero Marketo ServiceNow NetSuite)
Soft Skills / Personal Characteristics
Exceptional team player with strong analytical communication and interpersonal skills
Excellent organization and time management skills
Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately
Excellent client management showing empathy and understanding
Keen to learn new applications and software
Growth mindset ability to iterate and design-thinking approach to problem-solving
Entrepreneurial drive and comfort working in ambiguous quickly-changing environments
A passion for and belief in the power of automation to drive business value.
Japanese
:
:
JLPT N1
IT13
: SalesforceGoogleQuickBooksInfusionsoftDropboxBoxMicrosoft OutlookShopifyXero
/
(REQ ID: 2180)
Required Experience:
IC
Employment Type
Full Time
