About Workato

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. Learn how Workato helps businesses of all sizes achieve more at 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

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
  

Requirements

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

募集要項
ポジション名: プロダクトサポートアナリスト

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する

• 問題のデバッグおよび解決策・ソリューションの提案する

• 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する

• 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する

• 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新卒者

歓迎条件

• 統合技術や自動化技術に関する一般的な知識

• コンピュータ工学、コンピュータサイエンス、情報技術の学位、または同等の経験

• ビジネスアプリケーションに関する基本知識（例: Salesforce、Google、QuickBooks、Infusionsoft、Dropbox、Box、Microsoft Outlook、Shopify、Xero）

求める人物像/スキル

• 分析力、コミュニケーション能力、対人スキルが優れたチームプレイヤー

• 優れた組織力とタイムマネジメントスキル

• 独立して業務を遂行できるが、適切なタイミングでエスカレーションできる感覚を持つ

• クライアント管理に優れ、共感と思いやりを示せる

• 新しいアプリケーションやソフトウェアを学ぶ意欲がある

• 成長志向で、問題解決において反復とデザイン思考アプローチを実践できる

• 曖昧で急速に変化する環境で働くことに抵抗がないアントレプレナーシップ

• 自動化がビジネス価値を生み出す力を持つと信じ、その実現に情熱を持つ