Senior Support Analyst
Job Summary
Job Description
As a Senior Support Analyst, you will be responsible for managing the resolution of technical issues for a specific set of customers. Your main duties involve troubleshooting complex web applications and providing excellent customer management, including clear communication and advocacy for customer issues within internal departments. You will analyze trends, prioritize issues, and collaborate with various teams to resolve customer issues. You will also be drafting and reviewing Knowledge Base articles. The role requires delivering high-quality technical support in a 24x7 environment. Success is measured by customer satisfaction.
Must have:
- Exceptional communication skills, written and oral.
- 0-2 years of experience in client-facing support role.
- Ability to research and resolve problems independently.
- Knowledge of system and database administration principles.
Good to have:
- Knowledge of PostgreSQL and MS SQL Server databases.
- Understanding of Internet application technologies.
- Light experience with multiple computer operating systems.
- Light experience configuring multi-node environments.
14 skills required
Job Details
Senior Support Analyst
Bangalore, India
The Opportunity:
Anthology delivers education and technology solutions so 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.
This role focuses on Anthology’s LMS, Blackboard, which provides students with a simple and intuitive learning experience that they can access anytime and anywhere. It’s a solution that’s continuously evolving to meet users’ needs and we’re looking for someone who can play an integral role in the success of the Customer Support team within this specific product line.
Our Customer Support team has a proven track record of delivering high-quality technical support in a 24x7 environment to our customer base.
Primary responsibilities will include:
- Managing the resolution of technical issues for a distinct set of customers. Customers are system administrators who provide mission-critical services via Anthology e-learning applications to students and faculty at a wide variety of learning institutions
- Troubleshooting complex web applications. Issues to be resolved require a broad range of troubleshooting skills related to software functionality, application server setup, database management, data analysis, operating system configuration, performance tuning, installation, migration, and upgrades to Anthology products
- Providing excellent customer management, including excellent communications, responsive follow-through, and advocacy for customer issues within internal departments
- Analyzing trends associated with the assigned customer base and reporting potential areas of risk or reward to Product Support Management. Success criteria are highly focused on the customer satisfaction level
- Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both customer and appropriate Anthology employees on the status of all issues on a timely basis
- Collaborating extensively with peers, Anthology Account Managers, and members of the escalation team including Product Support Engineers, Cloud Teams and Developers to resolve customer issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our customers
- Drafting and reviewing Knowledge Base articles for Known Issues as well as for frequently recurring issues
The Candidate:
Required skills/qualifications:
- Exceptional listening, written, and oral communication skills
- 0-2 years of experience in a client-facing enterprise product support environment with excellent analytical, problem-solving, and client-handling skills
- Experience in a self-directed work environment
- Demonstrated ability to research and resolve problems using a variety of resources and tools
- Strong knowledge of system and database administration principles
- Knowledge of PostgreSQL and MS SQL Server Database including troubleshooting, configuration, maintenance, and tuning
- Understanding of Internet application technologies including HTML, CSS, XML, JavaScript, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures based upon Java technology and Internet security
- Light experience with multiple computer operating systems like UNIX/Linux and Windows
- Light experience configuring multi-node environments that run enterprise-level applications
- Knowledge of Struts, Tomcat, and WebLogic
- 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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