Summary

Provides support for SAS software applications on multiple operating systems or platforms by applying knowledge of software usage, features, and functions. Routinely leverages that knowledge to resolve SAS customer issues and influence software direction.

Primary Responsibilities

• Provides technical support to customers by taking telephone calls on all product areas, providing information on documented problems, and resolving customer issues in primary support areas via telephone and email.
• Provides technical support to both internal and external customers.
• Directly assists customers who are using or troubleshooting software tools and procedures. Collaborates with experts across technical support departments and SAS divisions.
• Applies knowledge of SAS language and procedures, as well as programming skills, to assist customers.
• Routinely facilitates the resolution process for software problems of varying complexity.
• Interprets documentation and explains error messages to audiences with varied backgrounds. Suggests the appropriate SAS procedure, language feature, or product for the particular type of functionality that is requested.
• Accurately documents and specifies information in the tracking system during the entire track life cycle.
• Troubleshoots, diagnoses, and resolves software problems.
• Understands how features of new releases can benefit users.
• Communicates effectively with customers and maintains proactive contact during the problem resolution process.
• Appropriately sets and manages expectations for both internal and external customers. Considers experience and skill level of customer in managing expectations.
• Builds and applies expertise in SAS language and programming techniques.
• Serves as a liaison between the user community and the rest of SAS. Acts as an advocate for the customer.
• Solicits feedback on technical support services.
• Participates in the product lifecycle by entering defects and evaluating proposed changes in hot fixes, maintenance, and new releases.
• Keeps other groups informed of problems, suggestions and general comments and concerns as appropriate.
• Keeps Software Research and Development abreast of reliability and maintenance topics and provides input on software design based on customer feedback, domain and software knowledge.
• Reviews product documentation for technical accuracy, consistency, and user’s point of view. Might review education courses. Keeps technical documentation and training staff informed of customer needs and feedback for changes and enhancements to documentation.
• Authors software usage and problem notes. Authors technical papers.
• Might lead or assist with customer installations, training and/or consulting applications. Performs limited usage validation of new software release packages.
• Suggests, manages, and implements special projects to assist Technical Support, users, or other departments/teams/divisions.
• Takes initiative to improve the level of support offered by their department.
• Makes contributions to the department. Capable of representing technical support at internal meetings that discuss processes and policies.

Experience and Knowledge:

-              Bachelor’s degree in Computer Science, Engineering or related analytics field or industry domain.

-              Eight years of relevant experience in software development, software testing, software consulting, or supporting complex software applications.

-              Strong analytics background and working knowledge of SAS products and their applications or specialized products related to the assigned area

-              Has ability to effectively manage projects

We offer competitive remuneration package to the successful candidate. Please send your detailed resume, expected salary, contact telephone number and availability to career.hk@sas.com

Information provided will be treated in strict confidence and used exclusively for recruitment and selection purposes, in accordance with our personal data privacy statement, which is available on request. All unsuccessful applications will be destroyed 6 months after the completion of the relevant recruitment and selection exercises.

Due to the volume of applications, we regret that only short-listed candidates will be notified.

SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Through innovative solutions, SAS helps customers improve performance and deliver value by making better decisions faster. SAS gives you THE POWER TO KNOW®.