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Technical Support Analyst - JMP

Technical Support Analyst - JMP

SASインスティチュート株式会社Singapore , SG
30+ days ago
Job description

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.

What you’ll do :

We are looking for a 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 :

  • 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 in English, Japanese, and Chinese, required
  • Ability to multi-task among multiple systems and applications
  • Ability to work independently and as part of a team

    • The nice to have :

  • 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