Anthology Recruitment Drive; Support Analyst – Apply Now

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Their 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. They are committed to making diversity, inclusion, and belonging a foundational part of their hiring practices and who they are as a company. Candidates are advised to apply soon, before the link expires

Name of the Organization: Anthology

Requisition ID:

Positions: Senior Support Analyst

Location: Bangalore

Salary: As per company Norms

Educational 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

Roles & Responsibilities:

• 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

 

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