Technical Support Engineer - Japan

Tokyo

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.
• Collaborative: We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes.
• Creative: We strive to succeed through continuous innovation.
• Committed: We believe in ownership at all levels of the organization.

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.