Senior Product Support Specialist

Senior 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 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, the 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 requirements, analyze them, and document them before they are 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:

• At least 6 years of experience in application support
• Willingness to work in night shifts
• Good documentation skills to be able to communicate with the customer in a professional manner
• Good oral and written communication skills
• 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.