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, and work
• 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 proven 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.
• Self-motivated, proactive individual with a passion for learning.
• Desirable: Anaplan Model Builder Certification (Level 1, 2, or 3).