Tier 2 Escalation Specialist
at Smartsheet
Tokyo, Japan
Smartsheet is looking for a Support Specialist in Japan who will be responsible for tackling complex technical issues. Successful individuals in this role will enjoy troubleshooting, testing, and documenting complicated and often unique technical issues. This position requires a highly motivated individual who can collaborate in an environment that fosters knowledge sharing and rapid problem-solving in order to resolve customer technical issues efficiently. In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we provide a cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better results.
At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution & experiences.
This role is based in Tokyo, reporting into the Technical Support Manager based in Sydney, Australia.
You Will:
- Handle customer technical issues with a high sense of urgency and ownership while keeping stakeholders appropriately apprised of the investigation
- Troubleshoot issues using internal & external documentation, analyze log files, use various tools and other resources to identify root causes and resolve customer issues
- Contribute to your individual & team’s objectives by thoroughly researching, testing, and documenting your investigations as you collaborate with colleagues to help them progress their cases as well as your own
- Share your expertise, provide guidance on troubleshooting techniques, and help upskill your colleagues
- Work closely & collaboratively with colleagues on a daily basis to help research and resolve the most complex customer impacting issues
- Empower our customers by helping them troubleshoot and/or understand the capabilities of the platform & advise best practices
- Work with stakeholders through a variety of channels including but not limited to email, phone, and chat
- Empower our customers by helping them troubleshoot and/or understand the capabilities of the platform & advise best practices
- Contribute to internal & external process documentation
- Manage other responsibilities as assigned
You Have:
- 2+ years technical or customer support experience, or equivalent
- Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource
- Confidence and strong interest in problem solving
- Excellent written, verbal, and interpersonal communication skills
- Communication skills: Native-level Japanese and business-level English (verbal and written)
- Working knowledge of assigned feature strongly preferred
- A firm grasp of and comfort using cloud applications
- Desire and aptitude to quickly ramp up on new technologies
- Conceptual understanding of a RESTful service
- Willingness to engage on complex matters
- Comfortable working in ambiguous situations with little to no direction
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. You're encouraged to apply even if your experience doesn't precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be innovative—join us!
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