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Technical Support Engineer

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Klaxoon

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Location:
Japan , Tokyo

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.

Job Responsibility:

  • Answer first-level incoming customer support requests in a fast-paced environment via phone, email, or chat
  • Assist customers who request support ranging from product questions to troubleshooting
  • Support ongoing management and retention activities, including research to resolve the root cause of the issue or problem
  • Identify the best approach for retaining business based on the client’s situation
  • Help investigate and drive to resolve issues that range from answering product questions to providing basic and complex technical support
  • Maintain and develop efficient cross-team collaboration related to customer needs
  • Collaborate with product teams and engineers to achieve efficient resolution of technical issues
  • Provide instructions and answer questions on application/product use
  • Help educate colleagues and teammates on technical cases
  • Keep current with product knowledge regarding features and functionality
  • Record details of interactions into Support’s Ticket Management System
  • Participate in customer-centric projects, as well as internal process improvements

Requirements:

  • Fluency in English (business english / B2+) and Japanese (Native or JLPT N1/ C1+) language with excellent verbal and written communication skills
  • Customer facing role experience (e.g. Tourism, IT or English teaching)
  • Strong analytical, critical-thinking, and self-learning skills with the ability to adapt in a fast-paced, changing environment
  • Customer-oriented mindset with a strong focus on delivering an outstanding customer experience
  • Willingness and ability to learn constantly
  • A University Degree or broad theoretical job knowledge acquired through higher education
  • Technical literacy, understanding of computing (Mac & PC), networking basics, web browsers, troubleshooting, and internet security concepts
  • Willing to work 09:00-17:00 JP time zone

Nice to have:

  • Experience in SaaS technical support, IT Helpdesk, QA and/or customer-facing (technical) roles
  • Understanding of Software-as-a-Service (SaaS)
  • Ability to build customer empathy and rapport under exciting circumstances
  • Ability to understand, interpret and communicate complex technical information in user-friendly ways
  • Ability to understand customers’ problems, advocate for them within organization and offer a perfect solution for their unique needs
  • Ability to excel in a data-driven, metrics-oriented environment
  • You are highly organized and great at keeping track of large and small tasks
  • Ability to thrive in a collaborative environment to reach team goals ahead of individual goals
What we offer:
  • Growth Opportunities
  • Life Insurance
  • Long Term Disability Insurance
  • EAP
  • Health Insurance
  • Corporate Pension Plan
  • Parental Leave
  • Volunteer Days
  • Workers Compensation
  • Commuter Allowance

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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