Product Support Specialist

Product Support Specialist

Bangalore, India

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.    

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.   

For more information about Anthology and our career opportunities, please visit www.anthology.com.

Anthology is the industry leader in developing web-based learning platforms for the educational community. Our Product Support team has a proven track record of delivering high quality technical support to our customer base. We are looking for a motivated, technically-savvy and customer service-oriented Product Support Specialist to join our Technical Support team. 

Primary responsibilities will include:

• Providing Level 1/Level 2 product support to customer issues
• Investigating, resolving, and providing root cause analysis on reported application issues
• Using SQL scripts for creating queries and troubleshooting stored procedures
• Using SQL profiler to identify the root cause
• Effectively communicating timely updates to customers through appropriate incident tracking tools
• Quickly establishing rapport, gaining and maintaining credibility with diverse audiences
• Coordinating between customers, development team, and internal support teams while working on customer issues. Efficiently coordinating with the internal and external stakeholders
• Working with the customers to gather product requirements, analyzing and documenting before it is passed on to the product management team for next steps
• Escalating issues as needed to Level II/Level III analysts or with the development teams for resolutions
• Following established guidelines and industry best practices to resolve customer issues
• Mentoring and training junior support analysts in the technical and procedural aspects of our products and operations

The Candidate:

Required skills/qualifications: 

• Exceptional written and oral communication skills 
• At least 2 years of experience in application support
• Good documentation skills to communicate with the customer in a professional manner
• Willingness to work night shifts

The Office:

We have an office in the Silicon Valley of India: Bangalore.

·          Located adjacent to Bangalore’s new metro system

·          Brand new office space boasts an open, modern vibe

·          Office space provides collaboration area for casual gatherings as well as office cabins for privacy when needed

·          Office has a tuck shop for quick snacks, free coffee, and vending machines

·          Habba committee and monthly employee engagement activities provide opportunities for fun and celebration at work

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. 

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment 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.