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.
Job Description
We are looking for an excellent Product Support Analyst to join our rapidly growing Japan team.
In this role, you will strive to ensure customers have the best possible support experience, deeply understand their issues, accurately identify problems, and provide prompt, practical solutions or creative approaches.
Specific responsibilities:
- Provide product support to customers in the Japanese market
- Debug issues and propose solutions
- Identify errors and root causes, and track the required action items until completion
- Coordinate with various teams to effectively manage product bugs and feature requests
- Respond promptly to user requests and incidents, and track issues through email and ticketing systems
- As needed, collaborate with internal teams and external application support teams to resolve issues
- Work with the product team to follow up that fixes are planned and implemented
- Share the status of issues with business users, management teams, and other stakeholders
- Document solutions to customer issues and share them in the knowledge base. Share functional and technical expertise on the supported applications with team members.
- Other duties as required
Application Requirements
Required
- Ability to communicate fluently in Japanese to engage and support customers (JLPT N1 level)
- Reading and writing proficiency in English
- 1–3 years of IT industry experience (troubleshooting and customer support experience), or fresh graduates holding a degree in Computer Engineering, Computer Science, Information Technology, or a related technical field
Preferred
- General knowledge of integration and automation technology
- Degree in Computer Engineering, Computer Science, or Information Technology, or equivalent experience
- Basic knowledge of business applications (e.g., Salesforce, Google, QuickBooks, Infusionsoft, Dropbox, Box, Microsoft Outlook, Shopify, Xero)
Desired Profile / Skills
- Team player with excellent analytical, communication, and interpersonal skills
- Excellent organizational and time management skills
- Able to work independently with minimal supervision, while having a keen sense of when to escalate appropriately
- Excellent client management, showing empathy and consideration
- Eager to learn new applications and software
- Growth mindset, ability to iterate, and design-thinking approach to problem-solving
- Entrepreneurial spirit and comfort working in ambiguous, rapidly changing environments
- Believes in the power of automation to create business value and is passionate about making it happen
(REQ ID: 2992)