Product Support Analyst

The role

You will support customers on Workato's product for the Japan market. You will debug problems, propose solutions, and work with product and other teams to get issues fixed.

What you will do

• Provide product support to customers in the Japan market
• Debug problems and propose solutions
• Identify errors and causes and track required action items to completion
• Coordinate with various teams to manage product bugs and feature requests
• Respond quickly to user requests and incidents by email and ticketing system
• Work with internal teams and external application support teams to resolve issues
• Follow up with the product team so fixes are planned and implemented
• Share issue status with business users, management and other stakeholders
• Document solutions in the knowledge base and share application expertise with team members
• Perform additional tasks as needed

Required qualifications

• Fluent Japanese to engage and support customers (JLPT N1 level)
• Proficiency in reading and writing English
• 1–3 years of IT experience troubleshooting and responding to customer inquiries, or a fresh graduate with a degree in Computer Engineering, Computer Science, Information Technology, or a related techn
• Strong analytical, communication and interpersonal skills
• Excellent organization and time management skills
• Able to work independently with minimal supervision and 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

Nice to have

• 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)

Benefits

• A flexible, trust-oriented culture that empowers employees to take full ownership of their roles
• A vibrant and dynamic work environment
• A multitude of benefits to enjoy inside and outside of work

About the company

Workato is a Control and Execution Platform for Enterprise AI, used by over half the Fortune 500 according to the posting. It unifies data, applications and processes so AI can orchestrate business processes at enterprise scale.