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Data Analyst (Customer Support)

NEW
RemoteFull-timeGlobal
📊 Mid🏠 Remote
RemoteRemote work position availableActivePosted within the last 30 days

Job Description

[AI-summarized by JobStash]

You will develop and maintain the support metrics system (SLA, FRT, ART, AHT, CSAT, backlog), build and optimize dashboards, monitor and ensure data quality, and run regular and ad-hoc analyses of support operations. You will investigate causes of increased ticket volume and declines in SLA or CSAT, identify bottlenecks in ticket workflows, formulate hypotheses and support implementation of process improvements, set up automated reporting, and collaborate with data engineering on data marts and data sources.

Requirements

  • ●3+ years of experience as a Data Analyst
  • ●Strong SQL skills including complex queries, aggregates, and window functions
  • ●Experience with BI tools such as Tableau, Power BI, Looker, DataLens or similar
  • ●Understanding of key customer support metrics
  • ●Experience conducting independent analyses and drawing actionable conclusions
  • ●Strong data visualization skills and ability to present insights clearly
  • ●Ability to work with unstructured requests and prioritize tasks effectively
  • ●Basic understanding of product analytics is a plus
  • ●Experience working with Python is a plus

Responsibilities

  • ●Support and develop the support team’s metrics system (SLA, FRT, ART, AHT, CSAT, backlog)
  • ●Develop, maintain, and optimize dashboards in BI systems
  • ●Monitor data quality and ensure accuracy of metric calculations
  • ●Conduct regular and ad-hoc analyses of support operations
  • ●Analyze causes of increased ticket volume and declines in SLA or CSAT
  • ●Identify bottlenecks in ticket processing workflows
  • ●Formulate hypotheses and participate in implementation of process improvements
  • ●Set up automated reporting
  • ●Collaborate with the data engineering team on data marts and data sources

Benefits & Perks

  • ●Remote setup with access to hubs in Dubai, Yerevan, London and Belgrade
  • ●Compensation for medical expenses
  • ●Provision of necessary equipment
  • ●20 working days of paid vacation annually
  • ●11 days off per year
  • ●14 days of paid sick leave

Tech Stack

BIdashboardproduct analyticsCSATdata engineeringPowerBImetricsSLAdata visualizationanalysisproject:The Open Platform
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