Sr. Customer Support Analyst

📋 Description

• Take ownership of L2 cases, prioritizing based on urgency and customer impact.
• Investigate, troubleshoot, and resolve complex issues to completion with clear and empathetic
• Research and investigate multifaceted issues related to the Anaplan platform and integration
• Communicate with customers through case portal and conduct live troubleshooting sessions via calls
• Create and maintain internal knowledge base articles and documentation.
• Assist L1 Support analysts with training and mentoring.

🎯 Requirements

• 2+ years of proven experience in a Technical Support or Product Support role for a B2B SaaS company
• Fluent in Japanese and English, with business-level Japanese (Keigo)
• Ability to manage and prioritize multiple high-priority issues in a fast-paced, high-pressure
• Experience supporting high-value, enterprise-level customers with business-critical software
• Self-motivated, proactive individual with a passion for learning and helping customers
• Desirable: Anaplan Model Builder Certification (Level 1, 2, or 3)

🎁 Benefits

• Opportunity to be part of a diverse, equitable, and inclusive culture
• Work with a leading AI-infused scenario planning platform
• Collaborate with top global companies (Fortune 50)
• Championing diversity of thought and ideas
• Commitment to achieving ambitious goals
• Behave like leaders regardless of title