This Senior Support Analyst role in Bangalore, India, requires 0-2 years of experience in application support. Responsibilities include providing Level 1/Level 2 product support, investigating and resolving application issues using SQL scripts and profilers, communicating updates to customers, coordinating with internal/external stakeholders, gathering product requirements, and escalating issues as needed.  Strong communication and documentation skills are essential. The role involves working night shifts and collaborating with development teams and customers.

Power of Together™

Anthology Inc

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 <h3>Description</h3>
 
 Global Support SpecialistBangalore, India&nbsp;The Opportunity:&nbsp;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.&nbsp;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.&nbsp;For more information about Anthology and our career opportunities, please visit www.anthology.com.&nbsp; &nbsp;Primary responsibilities will include:<ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Providing Level 1/Level 2 product support to customer issues</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Investigating, resolving, and providing root cause analysis on reported application issues</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Using SQL scripts for creating queries and troubleshooting stored procedures</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Using SQL profiler to identify the root cause</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Effectively communicating timely updates to customers through appropriate incident tracking tools</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Quickly establishing rapport, gaining and maintaining credibility with diverse audiences</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Coordinating between customers, development team and internal support teams while working on customer issues. Efficiently coordinating with the internal and external stakeholders</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Working with the customers to gather product requirement, analyzing and documenting before it is passed on to the product management team for next steps</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Escalating issues as and when needed to Level II/Level III analysts or with the development teams for resolutions</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Following established guidelines and industry best practices to resolve customer issues</li></ul>&nbsp;The Candidate:Required skills/qualifications:<ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Should have a minimum of 0-2 years of experience in application support</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Willingness to work night shifts</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Strong written and oral communication skills</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Good documentation skills and ability to communicate with the customer in a professional manner</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Fluency in written and spoken English</li></ul>&nbsp;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.&nbsp;Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment&nbsp;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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Senior Support Analyst