Building Enterprise Leaders

Product Support Analyst at Workato
Alabang, PH

Workato is the operating system for today’s fast-moving business. As a high growth company with over 6000 customers, Workato is revolutionizing the integration and automation market with investments from the top 3 SaaS companies - Salesforce, Workday, ServiceNow. Recognized as a leader by both Gartner and Forrester, it is the only AI-based platform that enables both business and IT to integrate their apps and automate workflows across their enterprise with robust security and governance. Some of the world’s top brands including Slack, Grab, Box, Visa, Broadcom run on Workato.

We are looking for an exceptional Product Support Analyst to join our growing team. In this role, you will be play an important role in ensuring that customers have the best support experience possible. You should be attentive in understanding customer issues, be sharp at identifying problems, and provide timely, practical solutions and creative workarounds.

Workato has a positive, diverse, and collaborative culture—we look for people who are curious, inventive, smart, hardworking and work to be a little better every day. Workato has also been recognized amongst the “Top 47 Enterprise Startups to Bet Your Career On in 2020” and the “Hottest 13 Productivity Software Startups to Watch in 2020!” by Business Insider.

Responsibilities

·         Being a team member of Level 2 product support team located across USA, Singapore, and India to ensure 24/7 product support for the APAC region

·         Providing application product support for customers within USA and Asia Pacific

·         Independently debugging and proposing resolution/work-around for complex product issues

·         Identifying errors and causes and manage resulting action items to completion

·         Coordinating across various teams to effectively manage product issues and product engineering requests

·         Responding to daily user requests, incidents and follow up on problems in a timely manner via live chat and email

·         Ensuring issues are reported, tracked, followed up and escalated timely

·         Resolving or coordinate the resolution of issues with other internal teams or external application support team where necessary

·         Coordinating and following up with Product team to ensure permanent fix is prioritized, planned and delivered

·         Communicating and providing status updates on issues to business users, management team and other stakeholders

·         Supporting change management process and application releases

·         Documenting solutions to customer issues, contribute to knowledge base and cross train other team members to build up functional and technical expertise for our supported applications

Requirements

Technical Skills

·         A Bachelor of Science Degree in Computer Engineering, Computer Science, or Information Technology

·         Fresh graduates from any IT-related bachelor’s degree course with excellent English communication skills are welcome to apply

·         Good technical troubleshooting and debugging skills

·         Some knowledge of business applications preferred (e.g. Salesforce, Google Suites, QuickBooks, Infusionsoft, Dropbox, Box, Microsoft Outlook, Shopify, Xero, Marketo, ServiceNow, NetSuite)

Soft Skills

·         Excellent Verbal and Written English communication skills

·         Good team player with strong analytical, communication and interpersonal skills

·         Results and client orientation

·         Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately

·         Excellent client management

·         Keen to learn new applications and software

·         The availability to work full-time ASAP

·         Willingness to work on Shifting Schedules

·         A valid Passport

Why Workato?

At Workato, all full-time permanent employees will have the following Benefits.

·         Training Opportunities in Singapore

·         Long-term prospects for a professional career

·         Flexible Work culture

·         Workato Stock Options at one of Silicon Valley’s fastest-growing startups

·         Pantry stocked with healthy snacks and drinks

·         HMO + 1 Dependent (after 6 months probationary period)

·         20 Service Incentive Leaves (after 6 months probationary period)

·         Employee of the Month Award

·         Referral Bonus (customer / employee)

·         Performance Bonus (variable)

·         Company-sponsored team building events