Senior Support Analyst

Job Description

Product Support Specialist Bangalore, India The Opportunity Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that s simple and intelligent, inspiring student success and institutional growth. The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company. For more information about Anthology and our career opportunities, please visit www.anthology.com. Primary responsibilities will include Understanding of API, SSO & Integrations Providing expertise product support to customer issues. Experience in handling SAAS based product. Investigating, resolving, and providing root cause analysis on reported application issues Using SQL scripts for creating queries and troubleshooting stored procedures (understanding of troubleshooting the stored procedure) Using SQL profiler to identify the root cause Effectively communicating timely updates to customers through appropriate incident tracking tools Quickly establishing rapport, gaining, and maintaining credibility with diverse audiences Coordinating between customers, development team and internal support teams while working on customer issues Efficiently coordinating with the internal and external stakeholders Working with the customers to gather product requirement, analyze and document before it is passed on to the product management team for next steps Escalating issues as and when needed to Level II/Level III analysts or with the development teams for resolutions Following established guidelines and industry best practices to resolve customer issues Mentoring and training junior support analysts in the technical and procedural aspects of our products and operations Good documentation skills to be able to communicate with the customer in a profession a l manner Good verbal and written communication skills The Candidate Required skills/qualifications Should have a minimum 6+ years of experience in application support Willingness to work night shifts Strong written and oral communication skills Good documentation skills and ability to communicate with the customer in a professional manner Fluency in written and spoken English Graduate with BE( CS ) , BCA, MCA