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About the role
As a Senior Support Data Analyst at our Global Support Organization, your main focus will be on transforming complex support data into actionable insights. You will play a crucial role in improving customer experience, operational efficiency, and strategic decision-making. Your responsibilities will include: - Analyzing technical support data to identify trends such as case volume, backlog, resolution time, escalations, and customer experience - Segmenting and diagnosing performance by factors like issue type, priority, product, region, support tier, and ownership - Defining, maintaining, and evolving operational KPIs and performance metrics - Identifying risks and opportunities related to workload, service levels, and customer outcomes In addition to the above responsibilities, you will also be responsible for: - Designing and maintaining interactive dashboards and reports using enterprise visualization tools - Creating visualizations that emphasize trends, drivers, and leading indicators rather than static metrics - Translating complex analyses into clear, executive-ready narratives - Tailoring insights and visualizations for different audiences, from operational leaders to executives To excel in this role, you should possess: - Bachelors degree in Economics/Business, Statistics, Mathematics, Data Science, Analytics, or a related field - 3+ years of experience in a data analytics role, ideally supporting a Support or Operations organization - Full professional fluency in English - Hands-on experience with data visualization tools such as Tableau, Power BI, Looker, or similar - Proficiency in SQL for data extraction and analysis - Experience with Python or R for advanced modeling - Strong communication skills to explain analytical findings to non-technical audiences - Ability to work effectively across global teams and independently identify data owners Preferred qualifications include experience working with product managers related to improving product supportability, analyzing support or customer service data, familiarity with support KPIs, exposure to data modeling, data warehousing concepts, and experience influencing stakeholders through insights. The role operates in a hybrid capacity, allowing for remote work with in-person collaboration requirements in specific locations. For more details on the work arrangement, please consult with your recruiter. As a Senior Support Data Analyst at our Global Support Organization, your main focus will be on transforming complex support data into actionable insights. You will play a crucial role in improving customer experience, operational efficiency, and strategic decision-making. Your responsibilities will include: - Analyzing technical support data to identify trends such as case volume, backlog, resolution time, escalations, and customer experience - Segmenting and diagnosing performance by factors like issue type, priority, product, region, support tier, and ownership - Defining, maintaining, and evolving operational KPIs and performance metrics - Identifying risks and opportunities related to workload, service levels, and customer outcomes In addition to the above responsibilities, you will also be responsible for: - Designing and maintaining interactive dashboards and reports using enterprise visualization tools - Creating visualizations that emphasize trends, drivers, and leading indicators rather than static metrics - Translating complex analyses into clear, executive-ready narratives - Tailoring insights and visualizations for different audiences, from operational leaders to executives To excel in this role, you should possess: - Bachelors degree in Economics/Business, Statistics, Mathematics, Data Science, Analytics, or a related field - 3+ years of experience in a data analytics role, ideally supporting a Support or Operations organization - Full professional fluency in English - Hands-on experience with data visualization tools such as Tableau, Power BI, Looker, or similar - Proficiency in SQL for data extraction and analysis - Experience with Python or R for advanced modeling - Strong communication skills to explain analytical findings to non-technical audiences - Ability to work effectively across global teams and independently identify data owners Preferred qualifications include experience working with product managers related to improving product supportability, analyzing support or customer service data, familiarity with support KPIs, exposure to data modeling, data warehousing concepts, and experience influencing stakeholders through insights. The role operates in a hybrid capacity, allowing for remote work with in-person collaboration requirements in specific locations. For more details on the work arrangement, please consult with your recruiter.
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