About Workato

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.

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

Responsibilities

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.

In this role, y

ou will also be responsible to:

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 coordinating 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

Requirements

Qualifications / Experience / Technical Skills

A Degree in Computer Engineering, Computer Science or Information Technology
Minimum of 2 years of effective technical troubleshooting and debugging skills in a Saas/iPaaS company providing exceptional Customer Support
Experience with integration/automation and AI technologies is a plus
Strong knowledge of business applications (e.g. Salesforce, Google Suites, NetSuite, ServiceNow, QuickBooks, QuickBase, Hubspot, Jira, Xero, Marketo)

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

(REQ ID: 2403)

About Workato

Why join us?

Responsibilities

Requirements

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