Customer Support Analyst

The role

As an L1 Support Analyst, you will deliver support to Anaplan customers. You will act as the first point of contact to resolve foundational support issues on various features and products.

What you will do

• Take ownership of L1 cases and prioritize based on SLA, urgency, and impact.
• Investigate, troubleshoot, and resolve complex issues to completion.
• Research and investigate multifaceted issues related to the Anaplan platform and integration technologies.
• Analyze applications and server logs.
• Replicate customer issues in a test environment.
• Collaborate with L2 and L3 support teams on complex issues.
• Communicate with customers through the case portal.
• Conduct live troubleshooting sessions via calls and screen sharing.

Required qualifications

• 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.

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 Service Now, Salesforce, Grafana & Jira

About the company

Anaplan is a team of innovators focused on optimizing business decision-making through an AI-infused scenario planning and analysis platform. Their customers include global companies such as Coca-Cola, LinkedIn, Adobe, LVMH and Bayer.