Strategic Support Analyst

AnaplanManila, Philippines

On-site Full-time

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Experience Level

Experience

Qualifications

To excel in this role, candidates should possess:Strong analytical and troubleshooting skills. Excellent communication abilities, both verbal and written. Experience working in a high-pressure environment. Familiarity with the Anaplan platform is a plus. A customer-centric mindset and a passion for providing exceptional service.

About the job

What brings Anaplanners together across different teams and locations is our unwavering commitment to our customers' success and our Winning Culture.

Our clientele includes some of the most prestigious names in the Fortune 50, such as Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer, among over 2,400 global enterprises that trust our exceptional platform.

Our Winning Culture fuels our teams of innovators. We embrace diverse thoughts and ideas, act as leaders regardless of our titles, pursue ambitious goals with dedication, and celebrate our achievements, big and small.

Guided by principles of being strategy-led, values-based, and disciplined in execution, you will find inspiration, connection, development, and rewards here. We welcome everything that makes you unique; join us and together let’s create what comes next!

Job Overview

As a Level 2 Support Analyst, your main objective will be to provide an exceptional support experience to all Anaplan customers. You will play a crucial role in resolving intricate and often critical support issues, becoming an essential part of our customers' journey with Anaplan. A successful candidate will possess strong problem-solving skills, empathy, emotional intelligence, and thrive in a fast-paced environment.

Key Responsibilities

Case Ownership and Resolution: Assume full accountability for Level 2 cases, prioritizing based on urgency and customer impact. Investigate, troubleshoot, and resolve complex issues to completion, ensuring clear and empathetic communication with customers throughout.
In-depth Technical Investigation: Research and analyze complex issues related to the Anaplan platform and its integration technologies. This involves examining applications and server logs, replicating customer issues in a testing environment, and collaborating with engineering teams for bug resolution.
Customer Collaboration: Engage with customers through the case portal and, when necessary, conduct live troubleshooting sessions via calls and screen sharing to efficiently gather information and resolve issues in real-time.
Knowledge Management: Contribute to the knowledge base by documenting case resolutions and best practices to enhance the support team's effectiveness.

About Anaplan

Anaplan is a leader in business planning and performance management, known for its innovative AI-infused platform that empowers businesses to make informed decisions swiftly. With a customer-centric philosophy and a commitment to fostering a diverse and inclusive workplace, Anaplan is dedicated to driving success for our clients and creating an environment where employees can thrive.

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