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Anthology

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3.5

based on 190 Reviews

2 Anthology Senior Support Analyst Jobs

Senior Support Analyst

Anthology Inc

3.5

based on 190 Reviews

0-2 years

Bangalore / Bengaluru

1 vacancy

Senior Support Analyst

Anthology

posted 15d ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analysis Customer Support Linux Administration HTML Windows System Administration CRM

+ 3 more

Job Description

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 . C ustomer s 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
A nalyz ing trends associated with the assigned customer base and report ing 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
Draft ing and r eview ing 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