L1 Support Analyst

Role Overview: As an L1 Support Analyst at Anaplan, your primary goal is to provide first-class support experience to all customers. You will serve as the initial point of contact for customer queries, responsible for resolving foundational support issues on various features and products offered by Anaplan. Your role is crucial in shaping the customers' support experience with Anaplan, requiring you to be a problem-solver with a strong sense of empathy and emotional intelligence to thrive in a fast-paced environment. Key Responsibilities: - Case Ownership and Resolution: - Take ownership of L1 cases, prioritize based on case first response SLA, issue urgency, and customer impact. - Investigate, troubleshoot, and resolve complex issues, ensuring clear and empathetic communication with customers throughout the process. - In-depth Technical Investigation: - Research and investigate multifaceted issues related to the Anaplan platform and its integration technologies. - Analyze applications and server logs, replicate customer issues in a test environment, and collaborate effectively with L2 and L3 support teams on complex issues. - Customer Collaboration: - Communicate with customers through the case portal. - 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 for a B2B SaaS company. - Fluent in English. - Ability to manage and prioritize multiple high-priority issues in a fast-paced, high-pressure environment. - Experience in 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). - Experience with systems like Service Now, Salesforce, Grafana, and Jira. Role Overview: As an L1 Support Analyst at Anaplan, your primary goal is to provide first-class support experience to all customers. You will serve as the initial point of contact for customer queries, responsible for resolving foundational support issues on various features and products offered by Anaplan. Your role is crucial in shaping the customers' support experience with Anaplan, requiring you to be a problem-solver with a strong sense of empathy and emotional intelligence to thrive in a fast-paced environment. Key Responsibilities: - Case Ownership and Resolution: - Take ownership of L1 cases, prioritize based on case first response SLA, issue urgency, and customer impact. - Investigate, troubleshoot, and resolve complex issues, ensuring clear and empathetic communication with customers throughout the process. - In-depth Technical Investigation: - Research and investigate multifaceted issues related to the Anaplan platform and its integration technologies. - Analyze applications and server logs, replicate customer issues in a test environment, and collaborate effectively with L2 and L3 support teams on complex issues. - Customer Collaboration: - Communicate with customers through the case portal. - 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 for a B2B SaaS company. - Fluent in English. - Ability to manage and prioritize multiple high-priority issues in a fast-paced, high-pressure environment. - Experience in 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). - Experience with systems like Service Now, Salesforce, Grafana, and Jira.