Customer Support Analyst

Job Overview

As an L1 Support Analyst, your primary goal will be to deliver a first-class support experience to all Anaplan customers. You will be the first point of contact for customer queries, responsible for resolving foundational support issues on various features and products offered by Anaplan, and act as a crucial first step in customer's support experience with Anaplan. You should be a problem-solver with a strong sense of empathy, emotional intelligence, and a proven ability to thrive in a fast-paced environment.

Key Responsibilities

• Case Ownership and Resolution: Take ownership of L1 cases, prioritizing based on case first response SLA, issue urgency and customer impact. Investigate, troubleshoot, and resolve complex issues to completion, ensuring clear and empathetic communication with the customer throughout the process.
• In-depth Technical Investigation: Research and investigate multifaceted issues related to the Anaplan platform and its integration technologies. This includes analyzing applications and server logs, replicating customer issues in a test environment, and collaborating effectively with L2 and L3 support teams on complex issues that require deeper investigation.
• Customer Collaboration: Communicate with customers through case portal, and when necessary, conduct live troubleshooting sessions with customers via calls and screen sharing to efficiently gather information and resolve issues in real-time.

Qualifications and Skills

Must-Haves

• 1+ years of proven experience in a Technical Support or Product Support role, investigating and resolving complex issues for a B2B SaaS company.
• Fluent in English
• Demonstrated ability to manage and prioritize multiple high-priority issues in a fast-paced, high-pressure environment.
• Experience supporting high-value, enterprise-level customers where the software is business-critical.
• A self-motivated, proactive individual with a passion for learning and helping customers achieve their desired outcomes.

Desirable Skills

• A degree in a technical field such as Information Technology, Engineering, Business Analytics, or equivalent practical experience.
• Anaplan Model Builder Certification (Level 1, 2).
• Systems such as Service Now, Salesforce, Grafana & Jira