Sr. Customer Support Analyst
Anaplan · Gurugram · onsite · Posted 2d ago
Undisclosed2–7 yrsfulltimeSourced from
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About this role
Job Summary
Responsibilities
Qualifications
Must-Haves
Desirable Skills
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
As an L2 Support Analyst, your primary goal will be to deliver a first-class support experience to all Anaplan customers. You will be responsible for resolving complex and often critical support issues, acting as a key player in the customers success and journey 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.
Responsibilities
- Case Ownership and Resolution: Take ownership of L2 cases, prioritizing based on 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 working with engineering on bug resolution.
- 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.
- Knowledge Management: Create and maintain internal knowledge base articles and documentation to assist both customers and internal teams.
- Mentorship and Training: Assist L1 Support analysts with training and mentoring to enhance their product knowledge and troubleshooting skills.
- Cross-functional Collaboration: Collaborate effectively with L3 Support, Engineering, and Product Management on complex issues that require deeper investigation or architectural guidance.
Qualifications
Must-Haves
- 2+ years of proven experience in a Technical Support or Product Support role, investigating and resolving complex issues for a B2B SaaS company.
- Fluent in Japanese and English - Business-level Japanese (Keigo)
- 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
- Anaplan Model Builder Certification (Level 1, 2, or 3).
- Systems such as Service Now, Salesforce, Grafana Jira
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
L2 SupportGrafanaServicenowCustomer Supportknowledge managementintegration technologiesL1 SupportB2BProduct SupportJira AtlassianL3 SupportSAASResearchsalesforceEquityProduct ManagementArtificial Intelligence
About Anaplan
Anaplan
IT Services & Consulting
45
employees
San Francisco, California
USA
About
Anaplan operates within the business software sector, facilitating agility in decision-making through advanced modeling and forecasting capabilities for various teams.
Industries
IT Services & Consulting
Employee ratings
9 reviews
3.1/ 5
Culture
3.3
Career growth
3.2
Work-life
3.4
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