Job Description

Client Support Specialist-SAS Admin
Location: Pune-Hybrid working
Status: Permanent, Full Time
Work mode and time: Rotational Shift
Package: Competitive Salary (fixed), 5 Day Working Week, Flexible Working (with one-off allowance and 2 Days in the office), Development & Opportunity (Personal & Technical), Group Medical Policy, Group OPD Cover, Personal Accident Cover, Term Life Cover, 26 Days Leave + 9 Public Holidays + Buy & Sell Scheme, Referral Scheme.
Who's Instem? Well, we're a global provider of bespoke industry leading software solutions and services, which enables our clients to 'bring life enhancing products to market faster'. We boast over 700 pharmaceutical clients (including all the top 20!), ranging from small to enterprise-sized organizations.
Over 50% of the global drug discovery process runs through our software at some point. Therefore, each Instem employee has a significant impact in helping to save/prolong people's lives all over the world. We want you to join our mission!
What's the culture/environment like? Although we're a fast-growing organisation, we do have an incredibly supportive, communal, family-feel environment. We promote solution-based thinking, with full flexibility (minimal micromanagement) and empowerment - we want you to be accountable for your success! We'll invest in you as a person and encourage you to take part in companywide sessions for wellbeing, mental health, critical conversations, and strengths.
Why are we hiring a Client Support Specialist? We're on the hunt for a Client Support Specialist as part of our company's growth.
The mission of the Client Support Specialist is to provide advanced technical expertise to d-wise customers requesting technical support via the Instem support ticketing system. This role will include tasks such as analyzing problems, providing technical expertise, customer interaction, and troubleshooting/resolving complex technical issues. The Client Support Specialist is a critical role at Instem and requires in-depth technical system knowledge and customer interaction of the highest standard and professionalism.
What to expect?

• Facilitate the support process by helping solve SAS technical issues

• Triage, troubleshoot, and resolve technical issues

• Respond to support requests from a range of Instem customers via the online support portal

• Play a key role in developing, deploying, supporting technology tools, solutions, and processes

• Document, track, and monitor support tickets to ensure timely resolution

• Follow the company's Quality Management System process to ensure all work is handled securely, professionally and diligently.

• SAS Environment Management which includes installing, configuring, and maintaining SAS software, including patches and upgrades.

• Performance Optimization which includes monitoring SAS environment to ensure high availability and performance.

• Provide training and guidance to users on SAS tools and best practices.

• Collaborate with vendors for technical support and licensing management.

Skills you'll need:

• Bachelor's degree or equivalent education and related training

• Experience with trouble ticketing systems (e.g., JIRA, ServiceNow, Zendesk, etc.)

• Strong proficiency with operating systems (e.g., Linux and Windows Administration) and tools (e.g., Microsoft Office, Excel, Powershell)

• Knowledge of SAS applications utilized by d-wise customers including SAS products such as Base SAS, SAS Enterprise Guide, SAS Grid, SAS Studio, SAS Management Console

• Strong knowledge of SAS architecture, configuration, and maintenance.

• Excellent communication skills

• Experience working with external clients

• Strong analytical and problem-solving skills

We hire exceptional, enthusiastic people, and everyone is empowered to think solo, take the initiative and be innovative. We invite you to explore a world of opportunities with us, and to have influence in helping us achieve our goals, by being you!
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Instem stores and processes data using an Applicant Tracking System (ATS). Click below for more information regarding our privacy policy(https://www.instem.com/privacy/).
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Skills Required