Product Support Analyst - Tokyo at Anaplan
As a Product Support Analyst, you will have the opportunity to be part of a revolutionary team, delivering best in class SaaS Customer Care and providing product and technical support to our worldwide customer base. The Product Support Analyst will become an expert in the Anaplan platform and will own support requests from Anaplan customers from a variety of sources including email, live chat and our ticketing system.
This will involve helping customers use the Anaplan Platform, so knowledge of multi-dimensional financial modeling, business analytics, and GREAT customer service skills and attitude is a must. The Product Support Analyst will also assist in creating product documentation to be included in our online Community and online help.
Answer customer support requests and escalate them as needed
Collaborate with other departments within Anaplan to find resolutions to support issues
Develop and deliver platform and ticket reports to
Partner with support leadership to document and deliver standard operating procedures to the support teams
Coordinate onboarding activities for new support team members, including training and tools setup.
Work with business partners globally to provide regular customer reports on key metrics, support performance, and issue status as requested
Maintain and provide support metrics to key internal stakeholders for customer insights.
Provide operational assistance to Customer Care leadership as required.
Create product documentation to be included in Anaplan’s online Community
Strong skills and experience working with a multi-dimensional financial modeling tool such as IBM Cognos Planning, TM1, Hyperion or SAP BPC preferred
4 year degree in Finance, Accounting or MIS or equivalent
Strong analytical and problem solving skill set
A passion for business analytics, modeling and planning
Aptitude for quickly ramping up on new technology
Excellent communication and customer service skills
The desire to work with a truly dynamic and exciting team
Native Level Japanese (or Equivalant) and Business Level English