Job Description
Job Title: Technology Research Analyst
Juniper Experience and Operations(JXO) organization is incubating a Technology group to transform CX(customer experience) and EX(employee experience). The charter of this group is to discover, evaluate and leverage technology to enhance and simplify the experience of stakeholders. Knowledge and data will be central to this journey of creating a proactive and predictive support experience. The use of automation, AI and other modern technology will enable reduction of time taken to resolve issues or perform tasks.
Job Overview: We are seeking a skilled and proactive Technology Research Analyst to join our newly formed team. The primary responsibility of this role is to identify and evaluate technology vendors to automate customer technical support processes, provide self service solutions, and virtual assistance to our support engineers. The Technology Research Analyst will play a crucial role in streamlining and improving our customer technical support services by researching, evaluating, and recommending innovative technological solutions. The ideal candidate is knowledgeable about related technologies, possesses strong analytical skills, and can effectively communicate their findings to stakeholders. Additionally, proficiency in Agile development methodologies and CRM (Customer Relationship Management) systems is required.
Responsibilities:
- Research and identify technology vendors offering automation solutions for customer technical support processes.
- Evaluate and compare vendor offerings based on criteria such as functionality, scalability, integration capabilities, and cost-effectiveness.
- Collaborate with cross-functional teams, including IT, customer support, and business stakeholders, to understand current support processes and identify areas for improvement.
- Conduct market research to stay updated on emerging technologies and trends relevant to customer technical support automation.
- Test and assess technology solutions through proof of concept projects or pilot programs.
- Analyze and interpret data to provide insights and recommendations on technology solutions that best align with our business requirements.
- Prepare detailed reports and presentations summarizing research findings, technology evaluations, and recommended strategies.
- Collaborate with vendors and participate in negotiating contracts and pricing agreements.
- Stay current with industry standards and best practices in technology research and evaluation.
- Utilize Agile development methodologies to plan and execute technology research and evaluation projects effectively.
- Leverage CRM systems to gather and analyze customer support data, identify patterns, and inform technology selection and implementation decisions.
- Competitive analysis between vendors
- Organize Proof of Concept (POC) with selected vendors
Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, or a related field. A master’s degree is a plus.
- Proven experience as a Technology Research Analyst, Technology Analyst, or similar role.
- In-depth knowledge of technology trends, automation solutions, and emerging technologies in the customer support domain.
- Familiarity with customer support processes and best practices.
- Self-motivated and proactive with a strong sense of ownership and accountability.
- Experience with vendor evaluation and contract negotiation is a plus.
- Proficiency in Agile development methodologies.
- Experience working with CRM systems and leveraging customer support data.
- Familiarity with CRM systems such as Salesforce or Zendesk is preferred.
We offer competitive compensation packages and opportunities for professional growth and development.
Benefits:
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage.
- Retirement savings plan (401k) with employer match.
- Paid time off and company holidays.
- Professional development opportunities.
- Collaborative and inclusive work environment.
Minimum Salary: $123,750.00
Maximum Salary:$189,750.00
The pay range for this position is expected to be between $123,750.00 and $189,750.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Juniper’s pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.