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Product Support Analyst

Minneapolis, United States

 

Working at Anaplan

At Anaplan we believe in hard work, having fun and bringing excellence to everything we do. When you walk through our doors, you feel it. You hear the buzz, you see the focus and excitement. Anaplan has reinvented the foundation of enterprise modeling and planning so that companies can move fast!

Product Support Analyst

Minneapolis | United States

ABOUT ANAPLAN

Sure, we are leading innovation in Enterprise Planning Management software. Yes, our product is arguably the most sophisticated one in its class. But our product alone does not make heroes of our customers. Our Support team does.

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. The Product Support Analyst will become an expert in the Anaplan platform and will 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 Anaplan Platform, so knowledge of multi-dimensional financial modeling, business analytics, and exceptional customer service skills and attitude is a must. The Senior Product Support Analyst will also assist in creating product documentation to be included in our online Community and online help.

CORE RESPONSIBILITIES:

  • Answer customer support requests and escalate them as needed
  • Manage escalated customer situations and provide focused support on escalated issues.
  • Collaborate with other departments within Anaplan to find resolutions to support issues
  • Foster strong relationships with Customer Success to holistically address customer issues and provide additional insights from a customer perspective to the Customer Care organization.
  • Work on a rotating after-hours and weekend schedule to support enterprise customers
  • Assist with reporting on customer support statistics
  • Create product documentation to be included in Anaplan’s online Community
  • Responsible for more 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, and assess when they are ready to be senior Product Support Analysts
  • Be the escalation point for other Product Support analysts when they have assisted a customer as far as they are able
  • Develop and maintain customer support statistics and metrics for the team
  • Create help and training documentation and videos, as needed, to be included in Anaplan’s online community 

REQUIREMENTS:

  • Strong 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 understanding of security protocols and authentication methods
  • 4 year degree in Finance, Accounting, MIS, or equivalent
  • Strong analytical and problem solving skill set
  • A passion for business analytics, modeling, and planning
  • Aptitude for quickly ramping up on new technology
  • Excellent communication and customer service skills
  • The desire to work with a truly dynamic and exciting team

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.

With 20 offices worldwide, we’re building products used by over 800 clients that include some of the world’s largest brands and fast-growing companies in every industry, and we’re just getting started.

#LI - TT1


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