WalkMe pioneered the Digital Adoption Platform (DAP) to transform the user experience in today's overwhelming digital world. Using analytics, engagement, guidance, and automation, WalkMe's transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website. Technical Support Engineer will be a trusted point of contact for WalkMe's portfolio of customers, beginning from the point of sale and throughout the lifecycle of the account. Your performance will depend upon your ability to create positive support experiences for WalkMe's customers while understanding their needs and ensuring the use of all of WalkMe's offerings - maximizing the value of every WalkMe subscription. You will report to the Professional Services Director in our Tokyo office. - WalkMe DAPWalkMe WalkMe WalkMe WalkMe WalkMe Description:
- You will communicate with customers primarily by email, live chat and outbound phone calls/screen shares (some inbound calls will be necessary)
- You will be a trusted contact for WalkMe's portfolio of customers to help promote product knowledge and self-sufficiency during "in-the-moment" support interactions
- You will gain an in-depth knowledge of the WalkMe product and its available features
- You will engage customers to understand what they are trying to achieve so we can ensure they have the right "how" to achieve it
- Work cohesively with other teams and departments in the organization within prescribed guidelines
- You will learn and retain product knowledge to understand and apply WalkMe's best practices for usage of the product
- Always think of creative ways that WalkMe can achieve a better overall experience, and share those with our management team
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Requirements:
- 5+ year of technical support experience (SaaS an advantage)
- HTML, jQuery, CSS knowledge is an advantage
- Speak and write clearly and accurately in both Japanese and English
- Set high standards of performance for yourself; assume responsibility and accountability for successfully completing assignments and customer satisfaction
- Identify and understand issues, problems, and opportunities; compares data from different sources to draw conclusions; use effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequence
- Work well in a remote capacity where communication is primarily by internal chat
- SaaS
- HTMLjQueryCSS