Technical Support Engineer - Japan at Wrike

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work. Our vision: A world where everyone is free to focus on their most purposeful work, together. Your Impact: • Answer first-level incoming customer support requests in a fast-paced environment via phone, email, or chat. Assist customers who request support ranging from product questions to troubleshooting. • Support ongoing management and retention activities, including research to resolve the root cause of the issue or problem. Identify the best approach for retaining business based on the client’s situation. • Help investigate and drive to resolve issues that range from answering product questions to providing basic and complex technical support when the customer is experiencing difficulty using a product and contacts us through Technical Support lines. • Maintain and develop efficient cross-team collaboration related to customer needs. • Collaborate with product teams and engineers to achieve efficient resolution of technical issues. • Provide instructions and answer questions on application/product use. • Help educate colleagues and teammates on technical cases. • Keep current with product knowledge regarding features and functionality. • Record details of interactions into Support’s Ticket Management System. • Participate in customer-centric projects, as well as internal process improvements. • Willing to work 09:00-17:00 JP time zone Your Qualifications: • Fluency in English (business english / B2+) and Japanese (Native or JLPT N1/ C1+) language with excellent verbal and written communication skills. • Customer facing role experience (e.g. Tourism, IT or English teaching. • Strong analytical, critical-thinking, and self-learning skills with the ability to adapt in a fast-paced, changing environment. • Customer-oriented mindset with a strong focus on delivering an outstanding customer experience. • Willingness and ability to learn constantly. • A University Degree or broad theoretical job knowledge acquired through higher education. • Technical literacy, understanding of computing (Mac & PC), networking basics, web browsers, troubleshooting, and internet security concepts. Standout Qualities: • Experience in SaaS technical support, IT Helpdesk, QA and/or customer-facing (technical) roles. • Understanding of Software-as-a-Service (SaaS). • Ability to build customer empathy and rapport under exciting circumstances. • Ability to understand, interpret and communicate complex technical information in user-friendly ways. • Ability to understand customers’ problems, advocate for them within organization and offer a perfect solution for their unique needs. • Ability to excel in a data-driven, metrics-oriented environment. • You are highly organized and great at keeping track of large and small tasks. • Ability to thrive in a collaborative environment to reach team goals ahead of individual goals. Why Join Wrike? • Growth Opportunities: Clear career progression paths with opportunities to advance into senior account management or leadership roles, based on your performance and goals • Life Insurance • Long Term Disability Insurance • EAP • Health Insurance • Corporate Pension Plan • Parental Leave • Volunteer Days • Workers Compensation • Commuter Allowance Your recruitment buddy will be Tripti Sachan, Senior Recruiter. #LI-TS1 Who Is Wrike and Our Culture We’re a team of innovators and creators who solve the complex work problems of today and tomorrow. Hybrid work mode Wrike promotes a hybrid model for team members near our office hubs in San Diego, Prague, Dublin, Nicosia, and Tallinn, with 2–3 in-office days per week to foster collaboration and teamwork. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together. Our persona 💡 Smart: We love what we do, and we’re great at it because this is our domain. Our combined knowledge in this space is unmatched. 💚 Dedicated: We get up every day focused on helping our customers win. We’re committed to helping our teammates win, too! 🤗 Approachable: We're friendly, easy to get along with, considerate, and helpful. Our culture and Values 🤩 Customer-Focused We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind. 🤝 Collaborative We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement. 🎨 Creative We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions. 💪 Committed We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth. Check out our LinkedIn Life Page, Company culture page, Instagram, Wrike Engineering Team, Medium, Meetup.com, Youtube for a feel for what life is like at Wrike.