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
• Research and investigate multifaceted issues related to the Anaplan platform and its integration
• Analyze applications and server logs, replicate customer issues in a test environment
• Communicate with customers through case portal and conduct live troubleshooting sessions via calls
• Create and maintain internal knowledge base articles and documentation

🎯 Requirements

• 2+ years of experience in a Technical Support or Product Support role for a B2B SaaS company
• 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 business-critical
• Self-motivated, proactive individual with passion for learning and helping customers achieve their
• Anaplan Model Builder Certification (Level 1, 2, or 3) - desirable