Senior Associate Technical Support Analyst

Job Title: Senior Associate Technical Support Analyst
Location: Pune India
Department: Technical Support
Type: Full-Time

As part of our Technical Support Operations Command team in Pune you will be on the frontlines managing customer cases calls documentation requests and more. Youll collaborate with talented professionals be mentored by passionate experts and continuously grow by solving challenging problems daily. This is a unique opportunity to be part of a dynamic and collaborative team that values curiosity service-mindedness and technical problem-solving.

Key Responsibilities:

• Provide technical support for SAS software applications across various platforms (Windows UNIX Linux).
• Troubleshoot diagnose and resolve customer-reported issues in a timely and effective manner.
• Communicate proactively and professionally with customers via phone email and Microsoft Teams.
• Manage expectations and handle escalations for high-priority issues under pressure.
• Coordinate with internal teams including SAS Cloud Operations and other Technical Support functions.
• Take part in a 24x7 shift model and on-call rotation as per business needs.
• Document issues solutions and knowledge in the tracking system throughout the support lifecycle.
• Author and contribute to SAS Notes technical papers sample programs and community forums.
• Stay current on SAS software developments and other vendor products.
• Participate in software validation and product lifecycle initiatives to influence future enhancements.
• Collaborate with global support teams and represent the voice of the customer internally.
• Suggest and implement special projects to enhance support operations.
• Take initiative in organizing and supporting team operations and activities.
• Lead by example to foster collaboration and accountability within the team.
• Proactively identify areas where the team can improve and drive solutions.
• Support team coordination including planning meetings tracking progress and resolving blockers.
• Mentor and assist team members to help build a strong cohesive unit.
• Step up to lead projects or initiatives that benefit the teams overall goals.
• Ensure clear communication and alignment across the team to maintain productivity.
• Take responsibility for team success by actively contributing beyond your individual tasks.

What Were Looking For:

• A passionate problem solver who enjoys teamwork and multitasking.
• A tech enthusiast who is curious about how things work and loves to research.
• Service-oriented individual confident in delivering excellent customer service.
• A self-starter whos not afraid to ask for help or share knowledge.

Required Qualifications:

• Bachelors degree or equivalent combination of education and experience.
• Up to 5 years of relevant technical support experience (minimum 2 years preferred).
• Experience in supporting enterprise software applications.
• Proficiency in at least one OS (Windows UNIX or Linux) and familiarity with the others.
• Strong verbal and written communication skills.
• Demonstrated ability to collaborate across teams and functions.
• Excellent attention to detail organization and documentation skills.
• Experience with SAS software and knowledge of programming languages is a plus.

Additional Responsibilities:

• Provide mentorship and guidance to junior team members.
• Participate in knowledge-sharing and training activities.
• Review documentation and training content for user-centric accuracy.
• Take initiative in identifying opportunities for proactive support improvements.

If youre ready to learn fast solve real-world problems and grow your career in a collaborative environmentthis is the role for you!

Diverse and Inclusive

At SAS its not about fitting into our culture its about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership all the way up to the top; and its essential to who we are. To put it plainly: you are welcome here.

Additional Information:

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