Data Analyst

We are looking for Support Analyst with at least 3+ years of hands-on experience which involves analyzing existing customer support data and Omnichannel engagement data to find trends important for driving business objectives, and navigating strategic projects, system/process efficiencies with data driven decisions across functional teams. The role requires influencing business transformation projects using analytical data that cuts across process, systems and tool re-engineering in customer support and services.

Please see below the job description:

Roles and Responsibilities:

• Interpret data, analyze results using statistical techniques and provide ongoing reports
• Develop and implement data collection systems, data analytics and other strategies that optimize statistical efficiency and quality
• Identify, analyze, and interpret trends or patterns in complex data sets
• Work with management to prioritize business and information needs
• Analyze and prepare interpretations of data to use to develop conclusions
• Locate and define new process improvement opportunities
• Provide estimates, impact assessments, and give your expert opinion on key strategic initiatives
• Take existing processes used to support current assets and expanding them to provide new services (tools expertise, training and consulting)
• Work with cross-functional teams to build data solutions that impact business decisions
• Knowledge of Salesforce, JIRA systems
• Design Tableau dashboards and advanced data visualizations to effectively communicate findings to both technical and non-technical audiences
• Conducts and facilitate (and educates and trains on) analysis, issues identification, organizational risk assessment, and decision-making processes.
• Experience working on process improvements and re-engineering
• Provides consulting and analytic services to leadership.
• Provides technical support and mentoring and training to other analysts.

Required Experience/Background:

• Bachelors degree in business administration, economics, computer science, management information systems, or related field or equivalent related experience
• 5+ years data analyst or related experience and exp. In customer support or customer data CRM platforms like Salesforce and design development, data mining and segmentation techniques
• Strong knowledge of and experience with reporting packages databases , programming.
• Knowledge of statistics and experience using statistical packages for analyzing datasets , including pivot tables, chart-making, and manipulation of large data sets
• Proficiency in statistics, data analysis, and research methods

Personal Skills:

• Ability to collaborate cross-functionally in a fast-paced environment and build sound working relationships within all levels of the organization
• Ability to handle sensitive information with keen attention to detail and accuracy. Passion for data handling ethics.
• Ability to solve complex, technical problems with creative solutions while anticipating stakeholder needs and providing assistance to meet or exceed expectations
• Able to demonstrate perseverance and resilience to overcome obstacles when presented with a complex problem.
• Assist in combining large data sets and data analysis to create optimization strategies
• Comfortable with ambiguity and uncertainty of change when assessing needs for stakeholders
• Have effective time management skills which enable you to work successfully across functions in a dynamic and solution-oriented environment while meeting deadlines
• Self-motivated and innovative; confident when working independently, but an excellent team player with a growth-oriented personality
• Will be required to routinely or customarily troubleshoot items related to applications that require independent judgement, decision-making, and unique approaches