Customer Support Analyst

Overview

As an L1 Support Analyst, you will be the first point of contact for customer queries, resolving foundational support issues on Anaplan products and features.

What you'll do

• Take ownership of L1 cases, prioritizing based on first response SLA, issue urgency and customer impact.
• Investigate, troubleshoot and resolve complex issues to completion, communicating clearly and empathetically with the customer throughout.
• Research and investigate multifaceted issues related to the Anaplan platform and its integration technologies, including analyzing application and server logs and replicating customer issues in a test environment.
• Collaborate effectively with L2 and L3 support teams on complex issues requiring deeper investigation.
• Communicate with customers through the case portal and, when necessary, conduct live troubleshooting sessions via calls and screen sharing to gather information and resolve issues in real time.

What you'll need

• 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.
• Self-motivated and proactive, with a passion for learning and helping customers achieve their desired outcomes.

Nice to have

• 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 ServiceNow, Salesforce, Grafana and Jira.

Details

• Location: Gurugram.