Sr. Customer Support Analyst

📋 Description

• Case Ownership and Resolution: Take ownership of L2 cases, prioritizing based on urgency and
• In-depth Technical Investigation: Research and investigate multifaceted issues related to the
• Customer Collaboration: Communicate with customers through case portal, and when necessary, conduct
• Knowledge Management: Create and maintain internal knowledge base articles and documentation to
• Mentorship and Training: Assist L1 Support analysts with training and mentoring to enhance their
• Cross-functional Collaboration: Collaborate effectively with L3 Support, Engineering, and Product

🎯 Requirements

• 2+ years of proven experience in a Technical Support or Product Support role, investigating and
• Fluent in Japanese and English - Business-level Japanese (Keigo)
• Demonstrated ability to manage and prioritize multiple high-priority issues in a fast-paced
• Experience supporting high-value, enterprise-level customers where the software is
• A self-motivated, proactive individual with a passion for learning and helping customers achieve
• Desirable: Anaplan Model Builder Certification (Level 1, 2, or 3).