Tech Stack

Description

You will provide proactive and collaborative premium support to top-tier Anaplan customers, guiding them to success and resolving technical issues. You'll work with multiple customers simultaneously, engage in escalation calls, and help create training documentation.

Requirements

• 3+ years technical troubleshooting in SaaS software support
• Advanced Microsoft Excel experience
• Excellent client-facing skills
• Understanding of data integrations (inbound and outbound)
• Strong analytical and problem-solving skills

Responsibilities

• Guide customers to success using standard methodologies
• Support multiple customers simultaneously adhering to SOWs
• Respond to support tickets via phone, chat, and email with empathy and urgency
• Take part in escalation calls and manage end-to-end process for customer satisfaction
• Diagnose problems and perform root cause analysis using Grafana, Google Big Query