Employer description & source details
Case Ownership and Resolution: Take ownership of L2 cases, prioritizing based on urgency and customer impact. Investigate, troubleshoot, and resolve complex issues to completion, ensuring clear and empathetic communication with the customer throughout the process. In-depth Technical Investigation : Research and investigate multifaceted issues related to the Anaplan platform and its integration technologies. This includes analyzing applications and server logs, replicating customer issues in a test environment, and working with engineering on bug resolution. Customer Collaboration: Communicate with customers through case portal, and when necessary, conduct live troubleshooting sessions with customers via calls and screen sharing to efficiently gather information and resolve issues in real-time. Knowledge Management: Create and maintain internal knowledge base articles and documentation to assist both customers and internal teams. Mentorship and Training: Assist L1 Support analysts with training and mentoring to enhance their product knowledge and troubleshooting skills. Cross-functional Collaboration: Collaborate effectively with L3 Support, Engineering, and Product Management on complex issues that require deeper investigation or architectural guidance. 2+ years of proven experience in a Technical Support or Product Support role, investigating and resolving complex issues 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, high-pressure environment. Experience supporting high-value, enterprise-level customers where the software is business-critical. A self-motivated, proactive individual with a passion for learning and helping customers achie
Extracted skills: artificial intelligence, product management