Senior Support Analyst

As a Global Support Specialist at Anthology, you will play a crucial role in providing Level 1 product support to customer issues. Your responsibilities will include investigating, resolving, and providing root cause analysis on reported application issues. You will utilize SQL scripts for creating queries and troubleshooting stored procedures, as well as SQL profiler to identify the root cause. Effective communication with customers through appropriate incident tracking tools is key, along with establishing rapport and credibility with diverse audiences. Key Responsibilities: - Provide Level 1 product support to customer issues - Investigate, resolve, and provide root cause analysis on reported application issues - Use SQL scripts for creating queries and troubleshooting stored procedures - Utilize SQL profiler to identify the root cause - Communicate timely updates to customers through incident tracking tools - Coordinate between customers, development team, and internal support teams - Work with customers to gather product requirements and document for the product management team - Escalate issues to Level II/Level III analysts or development teams when necessary - Follow established guidelines and industry best practices to resolve customer issues Qualifications Required: - Minimum of 2 years of experience in application support - Willingness to work night shifts - Strong written and oral communication skills - Good documentation skills and ability to communicate professionally with customers - Fluency in written and spoken English,