Product Support Specialist

1 Month ago • 2-5 Years • Product Management

Job Summary

Job Description

Anthology seeks a Product Support Specialist in Bangalore, India. Responsibilities include providing Level 1/2 product support, investigating and resolving application issues using SQL, communicating updates to customers, coordinating with internal/external teams, gathering product requirements, and mentoring junior analysts. The ideal candidate will possess 2-5 years of experience in application support, strong communication skills, and proficiency in SQL. The role involves working night shifts and effectively managing customer issues.
Must have:
  • 2-5 years application support experience
  • Strong written & oral communication
  • SQL proficiency (queries, stored procedures)
  • Good documentation skills
  • Customer issue resolution
  • Night shift willingness

Job Details

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:

  • Providing Level 1/Level 2 product support to customer issues
  • Investigating, resolving, and providing root cause analysis on reported application issues
  • Using SQL scripts for creating queries and troubleshooting stored procedures
  • 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, analyzing and documenting 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

 

The Candidate:

Required skills/qualifications:

  • Should have a minimum of 2-5 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

 

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

 

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

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About The Company

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Millions of students around the world are supported throughout their education journey via Anthology’s ecosystem of flagship SaaS solutions and supporting services, including the award-winning Blackboard® (LMS), Anthology® Student (SIS/ERP), and Anthology® Reach (CRM). Through the Power of Together, we are uniquely inspiring educators and institutions with innovation that is meaningful, simple and intelligent to help customers redefine what’s possible and create life-changing opportunities for people everywhere. www.anthology.com. 

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