SAS

Sr Associate Technical Support Analyst

Requisition ID
20059126
Primary Location - Country
United States
Visa Sponsorship
No
Travel Requirements
10%

*This position is focused on serving the Pacific Timezone; western US applicants preferred*

 

JMP, a subsidiary of SAS, is committed to empowering scientists and engineers via our world-class family of statistical software products. For over 30 years, JMP has enabled customers to speed new drugs to market, to design better products and processes, and to figure out how to restore ecosystems. Advancements are made when brilliant people use JMP statistical discovery software to see what they’ve not seen before. If you are a problem solver, a connector, and someone who enjoys helping others, then you might just be the next person to join this dynamic, growing, and global team.

 

You can learn more about the JMP family of products (and even download a free trial copy of JMP software) here: https://www.jmp.com.   

 

What you’ll do:

We are looking for a Sr. Associate Technical Support Analyst to engage in daily global business-to-business communication with prospective and current customers. Serving as a “front door” to JMP across inbound channels, these professionals enhance the customer experience by using technical skills and knowledge of products and services to answer questions, resolve issues, provide information and guidance, and connect customers to domain experts across JMP, as needed.

 

You will:

  • Engage with customers and prospects via multiple channels, including phone, email, live chat, and web contact forms.
  • Continually develop and retain a broad range of knowledge of all JMP products, services, and internal infrastructure from both a technical and informational standpoint in order to triage and resolve inquiries across all areas of the company.
  • Collaborate with Sales, Store, Education, Technical Support, and other customer-facing organizations to ensure that a consistent message is communicated to our customers and/or business partners.
  • Interact with customers and prospects with enthusiasm and energy, maintaining coverage and availability throughout business hours.
  • Access information stored in multiple systems and applications, document customer interactions in the company’s case management system.
  • Provide feedback and recommendations on how to build, strengthen, and improve customer experience.

What we’re looking for:

  • You’re curious, passionate, authentic, and accountable. These are our values and influence everything we do.
  • Bachelor’s degree, preferably in Business, Marketing, MIS, or other relevant experience in a similar role
  • Experience in Technical Support, Customer Service, Sales, Loyalty, Engagement or similar role essential
  • Excellent written and verbal communication skills
  • Ability to multi-task among multiple systems and applications
  • Ability to work independently and as part of a team

Additional Responsibilities:

  • May provide training and coaching for new employees or team members
  • May participate in departmental task forces and competency centers
  • Contribute to established Knowledge Base for sharing knowledge 

Other knowledge, skills, and abilities:

  • Problem solver with the ability to quickly understand customer requests and suggest appropriate resources or actions
  • Knowledge of JMP products and services, preferred
  • Experience with Salesforce,preferred

Additional Information:

JMP is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.

 

The base salary range for this position is $58,950 USD - $72,050 USD per year and is a good faith estimate only.  The range does not include any applicable geographic differential associated with the location at which the position may be filled.  Actual pay will vary depending on factors including but not limited to job-related knowledge, skills, and experience.  Pay is just one component of SAS’s total compensation package for employees. Employees may also be eligible for commission or discretionary bonus (based on company and individual performance) as determined by the role. In addition, SAS provides a competitive benefits package to meet different employee needs and lifestyles; including health insurance coverage, life and disability insurance, retirement benefits, company paid holidays and paid time off (PTO) for vacation and/or personal business.  For more information regarding SAS benefits, click hereto view the total rewards package. 

 

Equivalent combination of education, training and experience may be considered in place of the above qualifications. Resumes may be considered in the order they are received. JMP employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, JMP may obtain nationality or citizenship information from applicants for employment. JMP collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

 

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.

 

All valid JMP job openings are located on the Careers page at www.jmp.com. JMP only sends emails from verified “jmp.com” email addresses and never asks for sensitive, personal information or money. Should you have any doubts about the authenticity of any type of communication from, for, or on behalf of JMP, please contact us at Recruitingsupport@sas.com before taking any further action.

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