Product Support Analyst

As a Product Support Analyst, you will have the opportunity to be part of a revolutionary team, delivering best in class SaaS Customer Care and providing product and technical support to our worldwide customer base. You will become an expert in the Anaplan platform and own support requests from Anaplan customers from a variety of sources including email, live chat and our ticketing system.

This will involve helping customers use the Platform, so knowledge of multi-dimensional financial modeling, business analytics, and outstanding customer service skills is a must.

At Anaplan, we’re relentlessly passionate about improving the way companies and people do business by empowering them with the technology, insights, and confidence they need to make better-informed plans and decisions.

• Answer customer support requests and escalate them as needed and handle customer situations, providing focused support on escalated issues.
• Foster positive relationships with Customer Success to holistically address customer issues and provide additional insights from a customer perspective to the Customer Care organization.
• Assist with reporting on customer support statistics
• Create product documentation to be included in Anaplan’s online Community
• Responsible complex issues requiring intense focus or issues for customers in sensitive situations
• Coordinate with other departments within Anaplan to find resolutions to support issues
• Mentor other Product Support Analysts to improve Anaplan platform knowledge, customer facing skills
• Be the escalation point for the team when they have assisted a customer as far as they are able

• Solid skills and experience working with multi-dimensional business modeling tools such as IBM Cognos Planning, TM1, Hyperion or SAP BPC 
• Experience with data integrations and related technologies, including data structures, ETL, RDBMS, data warehouses and data marts
• Solid grasp of security protocols and authentication methods
• Degree in Computer Science, Math, Finance, or Engineering is great to have

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