Product Support Analyst

About Workato Workato is the leading Control and Execution Platform for Enterprise AI — the neutral platform enterprises trust to put AI to work across their business. Workato unifies data, applications, and processes into a single platform so AI can reliably orchestrate business processes in production at enterprise scale. Built on more than a decade of running mission-critical processes for over half the Fortune 500 — including Nasdaq, Amazon, Cisco, Vodafone, Atlassian, and Lucid Motors — Workato turns over 14,000 enterprise systems AI needs to act on into one governed execution layer. For more information, visit workato.com . 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 . 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 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. 仕事内容 急成長中の日本チームに加わる優秀なプロダクトサポートアナリストを募集しています。 この役割では、顧客が最高のサポート体験を得られるよう努め、顧客の問題を深く理解し、的確に問題を特定し、迅速で実用的な解決策や創造的なソリューションを提供することが求められます。 具体的な業務内容: • 日本市場の顧客に対する製品サポートを提供 • 問題のデバッグおよび解決策・ソリューションの提案 • エラーや原因を特定し、必要なアクション項目を完了までのトラッキングする • 製品のバグや要望を効果的に管理するため、さまざまなチームと調整を行う • ユーザーリクエストやインシデントへの対応、問題追跡をメールやチケットシステムを通じて迅速に実施 • 必要に応じて、社内チームや外部のアプリケーションサポートチームと協力して問題を解決 • プロダクトチームと連携し、修正が計画され、実施されるようフォローアップする • 問題に関する状況をビジネスユーザー、マネジメントチーム、その他ステークホルダーに共有する • 顧客の問題に対する解決策を文書化し、ナレッジベースにて共有する。サポートするアプリケーションに関する機能的および技術的な専門知識をチームメンバーと共有する。 • 必要に応じた追加業務 応募条件 必須条件 • 日本語で流暢にコミュニケーションを行い、顧客をサポートできる能力（JLPT N1レベル） • 英語の読み書き能力 • IT業界での1～3年の経験（トラブルシューティングや顧客対応の経験）。またはコンピュータ工学、コンピュータサイエンス、情報技術、関連する技術分野の学位を持つ