Company Overview

Domo is a cloud-native data experience innovator. Supported by AI, data science, and a secure data foundation, our platform makes data actionable with user-friendly dashboards and apps. Domo enables companies to gain intuitive and agile data experiences, bringing significant impact to their business.

Job Summary

Domo's Technical Support team serves as the primary point of contact for customer inquiries regarding the use and support of the Domo platform. Team members are highly valued for their ability to provide technical assistance to customers and internal members worldwide.

Responsibilities

• Provide excellent service through customer engagement, problem-solving, and trust-building.
• Propose effective solutions for customer challenges with flexible thinking.
• Continuously acquire and improve knowledge of the Domo platform to provide high-quality support.
• Maintain appropriate and continuous communication until customer support cases are resolved.
• Monitor KPIs such as customer satisfaction and average resolution time, and work on improvements.
• Handle tickets during late-night/night shifts.
• Collaborate with the headquarters team on high-priority tickets.
• Reproduce and analyze customer issues in an internal environment.

Qualifications

• Bachelor's degree in a technical field such as Computer Science, Mathematics, or Statistics, or 3-5 years of related work experience.
• Experience with SQL.
• Strong communication skills to meet customer needs and build trust.
• 1-3 years of technical support experience in the SaaS application domain.

Preferred Experience/Skills

• Experience with BI tools, including relational databases, ETL, data visualization, Web APIs, and SSO authentication.
• Native-level Japanese proficiency with business etiquette.
• Business-level English proficiency.
• Ability to adapt flexibly to rapid changes.

Domo is an Equal Opportunity Employer.