Customer Support Analyst

Anaplan; Gurugram District; On-site; INR 420,000 - 640,000; Full time

Job summary

Anaplan in India is seeking an L1 Support Analyst to deliver first-class support to our customers. You will be the initial contact for queries, resolve foundational issues on Anaplan features, and collaborate with L2/L3 teams to escalate complex problems.

You should have 1+ year in technical support for a B2B SaaS environment, experience with enterprise customers, and familiarity with ServiceNow, Salesforce, Grafana, and Jira. Join our diverse, fast-paced team.

Qualifications

• 1+ year of proven experience in technical support for a B2B SaaS company.
• Ability to manage and prioritize multiple high-priority issues in a fast-paced environment.
• Experience supporting enterprise-level customers with business-critical software.

Responsibilities

• Take ownership of L1 cases, resolve issues with empathetic communication and SLAs.
• Research, troubleshoot, and reference platform logs; escalate to L2/L3 as needed.
• Engage with customers via portal, calls, and screen sharing to resolve issues.

Skills

Technical Support

Customer-centric

B2B SaaS experience

Issue prioritization

Communication skills

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Salesforce

Grafana

Jira

Job description

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market.

What unites Anaplanners across teams and geographies is our collective commitment to our customers' success and to our Winning Culture.

Our customers rank among the who's who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in- class platform.

Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebratingour wins - big and small.

Supported by operating principles of being strategy-led, values -based and disciplined in execution, you'll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let's build what's next - together!

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.
• 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.
• A degree in a technical field such as Information Technology, Engineering, Business Analytics, or equivalent practical experience.
• Systems such as Service Now, Salesforce, Grafana & Jira

Our Commitment to Diversity, Equity, Inclusionand Belonging (DEIB)

We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren't just words on paper – this is what drives our innovation, it's how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.

As set forth in Anaplan's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.