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Workato is seeking a Product Support Analyst to join their fast-growing team in Japan. The analyst will ensure customers receive the best support experience by understanding issues, identifying problems, and providing timely solutions. This role involves application product support, debugging, coordinating across teams, and documenting solutions.
Responsibilities:
- 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.
Requirements:
- Ability to communicate in Japanese fluently to engage and support customers (JLPT N1 level).
- 1-3 years of experience in the IT industry troubleshooting and responding to customer inquiries.
- Business level English.
- General knowledge of integration/automation technology.
Workato offers:
- A flexible, trust-oriented culture.
- A vibrant and dynamic work environment along with a multitude of benefits.
Workato
Workato is a leading enterprise orchestration platform that empowers businesses to streamline operations through seamless integration of data, processes, applications, and experiences. Utilizing an AI-powered platform, Workato enables real-time workflow management, driving efficiency and agility for organizations globally. Trusted by a vast community of customers, Workato transforms technological complexities into business opportunities, fostering innovation and agility in a dynamic environment. Workato's comprehensive solutions support organizations in unlocking new value and achieving success in today's rapidly evolving business landscape.