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Product Support Engineer
Enhance customer self-service resources by linking and editing content in the knowledge base.
Singapore
Junior
3 months ago
Workiva
Workiva's cloud-based software transforms work with assured, integrated reporting solutions for finance, ESG, audit & risk
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✨ About The Role
- The Product Support Engineer will provide technical and functional expertise to customers through various communication channels, including phone, chat, and ticket management.
- This role involves troubleshooting customer issues, identifying problems, and guiding customers through corrective steps to enhance their experience with the Workiva platform.
- The engineer will be responsible for managing customer inquiries within expected time frames and escalating issues only when necessary.
- Maintaining professionalism and a positive rapport with customers is crucial for this position.
- The role includes linking, authoring, and editing content in Workiva's knowledge base to improve customer self-service resources.
âš¡ Requirements
- The ideal candidate will have native or professional-level fluency in Japanese and a strong command of English to effectively communicate with clients in Japan.
- A background in customer service, particularly in an enterprise customer-facing role, is essential for success in this position.
- Candidates should possess at least 2-3 years of experience in a Technical Helpdesk or Support environment, demonstrating their ability to troubleshoot and resolve issues.
- The successful individual will be self-motivated and results-oriented, with the ability to manage multiple tasks and changing priorities.
- Strong interpersonal and communication skills are necessary to establish positive rapport with customers and ensure their satisfaction.
About Workiva
Workiva's cloud-based software transforms work with assured, integrated reporting solutions for finance, ESG, audit & risk