Product Support Analyst

Product Support Analyst

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 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today's fast-changing world.

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. That's 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
• Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
• 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

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.
• 1–3 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
• IT1~3

• Salesforce, Google, QuickBooks, Infusionsoft, Dropbox, Box, Microsoft Outlook, Shopify, Xero