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Technical Support Analyst - Jmp
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About This Job
Company: Sasインスティチュート株式会社
Location: Beijing
Category: Computer-And-Mathematical
JMP, a subsidiary of SAS, is committed to empowering scientists and engineers via ourworld-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 thecustomer experience by using technical skills and knowledge of products and services toanswer 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, livechat, 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 totriage and resolve inquiries across all areas of the company.
Collaborate with Sales, Store, Education, Technical Support, and other customer-facingorganizations 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 experiencein a similar role
Experience in Technical Support, Customer Service, Sales, Loyalty, Engagement or similarrole 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 teamThe 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, preferredExperience with Salesforce, preferred

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Generated on: 2024-10-09
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