Product Support Analyst

at  Workato

ABOUT WORKATO

Workato is the only integration and automation platform that is as simple as it is powerful — and because it’s built to power the largest enterprises, it is quite powerful.
Simultaneously, it’s a low-code/no-code platform. This empowers any user (dev/non-dev) to painlessly automate workflows across any apps and databases.
We’re proud to be named a leader by both Forrester and Gartner and trusted by 7,000+ of the world’s top brands such as Box, Grab, Slack, and more. But what is most exciting is that this is only the beginning.

WHY JOIN US?

Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company.
But, we also believe in balancing productivity with self-care. That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.
If this sounds right up your alley, please submit an application. We look forward to getting to know you!

Also, feel free to check out why:

• Business Insider named us an “enterprise startup to bet your career on”
• Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world
• Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
• Quartz ranked us the #1 best company for remote workers

QUALIFICATIONS / EXPERIENCE / TECHNICAL SKILLS

• A Degree in Computer Engineering, Computer Science, or Information Technology is helpful - new graduates from related bachelor’s degree course with are welcome to apply
• General knowledge of integration/automation technology is helpful
• Effective 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 / PERSONAL CHARACTERISTICS

• Excellent verbal and written English communication skills
• Exceptional team player with strong analytical, communication and interpersonal skills
• Excellent organization and time management skills
• Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately
• Excellent client management, showing empathy and understanding
• Keen to learn new applications and software
• Growth mindset, ability to iterate, and design-thinking approach to problem-solving
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
• A passion for and belief in the power of automation to drive business value
• The availability to work full-time and willingness to work on shifting schedules

We are looking for an exceptional Product Support Analyst - Integration to join our 24x7 team based in the Philippines. In this role, you will 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. You will also be responsible for:

• Being a team member of the Product Support Team providing 24x7x365 with the flexibility to work morning, mid, overnight shifts.
• Providing application product support for customers within North America, EMEA 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 and ticketing system
• 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
• Supporting change management process and application releases
• Communicating and providing status updates on issues to business users, management team and other stakeholders
• 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
• Additional duties as necessary