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Technical Support Engineer

Experienced

Marketo | Customer Success | Minato-ku, Tokyo

Responsibilities:

 

  • Be a subject matter expert in Marketo technology and apply it to Marketo customers’ business processes
  • Provide business and technical solutions to help customers optimize use of solution
  • Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
  • Maintain ownership of cases until resolution, drive other teams as needed and set customer expectations
  • Perform problem characterization, reproduction, diagnosis, and root cause analysis
  • Work with Services and Engineering personnel to resolve product issues or escalating as necessary
  • Configure customer systems to meet requirements
  • Author Knowledge Base Articles / Technical Notes
  • File enhancement requests and work with product management to translate business needs to product requirements
  • Meet individual case management, SLA, and C-Sat goals

 

 

 

Skills & Requirements

Required Skills / Experience:

  • Knowledge of diagnosing and resolving problems in complex software environment.
  • Customer service experience.
  • Excellent organizational skills -ability to prioritize, manage, multi-task and execute projects cross-functionally
  • Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to communicate effectively with customers.
  • Ability to navigate challenging situations in a professional manner.
  • A tremendous attitude and desire to be part of a growing team.
  • Proficient in Japanese 

 

Desired Skills / Experience:

 

  • BS Computer Science or equivalent degree
  • 2 years of progressive experience diagnosing and resolving problems in complex software environment.
  • Demonstrated experience in one or more of the following additional areas a plus: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP)
  • Familiarity with SaaS solutions a plus
  • Proficient in English