Technical Support Specialist

il y a 5 jours

Paris, France Anaplan Temps plein

Anaplan. As the engine behind back-office system connectivity, you might not recognize our name, but our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, and Bayer are just a few of the 2,000+ companies that rely on our best-in-class platform and its native AI capabilities to see, plan, and lead their businesses. By dynamically connecting financial, strategic, and operational plans in real-time, companies trust Anaplan to give them the power to anticipate change, address complexity, deliver operational insights, increase profits, and stay ahead of their competition.

What unites Anaplanners across teams and geographies is our commitment to our customers’ success and our collective motivation to achieve ambitious goals. We champion diversity of thought and ideas, and we behave like leaders irrespective of title. When you work for us, you’ll be part of a winning culture that’s dedicated to creating opportunities for our customers, partners, and employees. We hope you’ll join us. Let’s create something incredible together

Anaplan is seeking an innovative and collaborative Strategic Support Analyst to join our HyperCare team in Paris. As a crucial member of this team, you will report to the Strategic Support Manager and play a vital role in providing premium support to our top-tier customers. Our HyperCare team is dedicated to ensuring customer success through proactive and collaborative support, working closely with the wider organization and customer account teams.

Your Impact As a Strategic Support Analyst, you will:

Proactively engage with a portfolio of Anaplan customers to ensure their continued success. Manage support cases and provide premium services to make customers self-sufficient with the Anaplan platform. Engage with customers across global time zones via phone, chat, and email to resolve support tickets. Take part in escalation calls, oversee the process end-to-end, and ensure 100% customer satisfaction. Break down complex issues into simple, manageable steps for customer understanding. Perform root cause analysis using tools like Splunk and Google BigQuery. Coordinate with other groups within Anaplan to ensure customer happiness and ROI. Train and mentor team members to maintain high service standards. Work outside of regular business hours for mission-critical customer requests. Create help and training documentation for Anaplan’s online community. Collaborate with various teams, including Support Agents, Business Partners, Technical Product Managers, TechOps, Development, and QA.

Your Qualifications

Proven ability to guide customers to success using standard methodologies. Experience supporting multiple customers simultaneously in a high-pressure environment. 1+ years of experience with the Anaplan platform or equivalent expertise. Bachelor's degree in a related field or equivalent experience. Advanced Microsoft Excel skills. Excellent client-facing skills with a successful track record in engagement management. Strong analytical and problem-solving skills. Experience with data integration (inbound and outbound) is a plus. At least 3 years of demonstrable technical troubleshooting experience. Persistent nature and strong issue follow-through habits. Ability to thrive in a dynamic, fast-paced environment. Exceptional communication and customer service skills. Self-starter with a proactive and enthusiastic work ethic.

Preferred Skills

3 years of experience with multi-dimensional financial modeling and business analytics systems (e.g., IBM Cognos, Hyperion, Business Objects, TM1, SAP BPC, etc.). Proficiency in Salesforce, Splunk, JIRA, Confluence, Informatica. Experience with monitoring and log file analysis. Anaplan Model Building Level 3 certification.

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