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Product Support Analyst
Posted on 3/6/2023
London, UK
Experience Level
Desired Skills
Customer Service
Business Analytics
SAP Products
  • Answer customer support requests and escalate them as needed and handle customer situations, providing focused support on escalated issues
  • Foster positive relationships with Customer Success to holistically address customer issues and provide additional insights from a customer perspective to the Customer Care organisation
  • Assist with reporting on customer support statistics
  • Create product documentation to be included in Anaplan's online Community
  • Responsible complex issues requiring intense focus or issues for customers in sensitive situations
  • Coordinate with other departments within Anaplan to find resolutions to support issues
  • Mentor other Product Support Analysts to improve Anaplan platform knowledge, customer facing skills
  • Be the escalation point for the team when they have assisted a customer as far as they are able
Desired Qualifications
  • Solid skills and experience working with multi-dimensional business modelling tools such as IBM Cognos Planning, TM1, Hyperion or SAP BPC
  • Experience with data integrations and related technologies, including data structures, ETL, RDBMS, data warehouses and data marts
  • Solid grasp of security protocols and authentication methods
  • Degree in Computer Science, Math, Finance, or Engineering is great to have

1,001-5,000 employees

Connected planning platform
Company Overview
Anaplan is transforming how enterprises across industries see, plan, and drive business performance. Anaplan customers gain digital-led agility to rapidly pivot strategies, redeploy resources, and optimize plans for growth, efficiency, demand, and profitability. Anaplan's mission is to equip teams to overcome obstacles and seize opportunities ahead of competitors.
  • Insurance, Health & Wellness- Accidental death and dismemberment (AD&D) Insurance, Dental Insurance, Disability Insurance, Health Insurance, Vision Insurance, Life Insurance, Health Savings Account (HSA), Maternity & Paternity Leave, Unlimited PTO, Gym Discount, Sick Time
  • Financial & Retirement - 401k 50% match on the first 3% of base salary, Employee Stock Purchase Program (ESPP), Flexible Spending Account (FSA), Roth 401k
  • Home - Bereavement Leave, Fertility Assistance, Immigration Assistance, Relocation Bonus, Remote Work
Company Core Values
  • Open
  • Authentic
  • Inclusive
  • Collaborative
  • Creative
  • Tenacious
  • Start with Our Customers
  • Think Big and Act Bold
  • Win with Speed and Innovation
  • Act Like Owners