Data Analyst

Location: Bengaluru

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:
Bachelor’s 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