Customer Support Analyst

Our client, What Jobs Direct, is seeking a detail-oriented and analytical Customer Support Analyst to join their team in Nelspruit
. This role is crucial for monitoring customer interactions, analyzing support data, and identifying trends to improve service quality and efficiency. The ideal candidate will possess strong analytical skills, excellent problem-solving capabilities, and a commitment to enhancing the customer experience. You will be responsible for reviewing support tickets, identifying common issues, and recommending solutions to optimize support processes. This is an excellent opportunity for someone passionate about data-driven improvements and customer satisfaction.

We are looking for an individual who can translate data insights into actionable strategies that benefit both our customers and our support operations. Contribute to our client's success by ensuring a superior support experience.

• Analyze customer support data, including ticket volume, resolution times, and customer feedback.
• Identify recurring issues and trends, developing reports with actionable insights and recommendations.
• Monitor key performance indicators (KPIs) for the customer support team.
• Collaborate with the support team to implement process improvements and best practices.
• Assist in the development and maintenance of knowledge base articles and support documentation.
• Provide insights to product and development teams regarding customer issues and feedback.
• Conduct quality assurance reviews of customer interactions.
• Contribute to the training of support staff by identifying areas for skill development.
• Stay informed about industry best practices in customer support and analytics.

• Bachelor's degree in Business Administration, Statistics, Computer Science, or a related analytical field.
• 1-3 years of experience in a customer support role with a strong analytical component, or in data analysis.
• Proficiency in data analysis tools and techniques (e.g., Excel, SQL, data visualization software).
• Excellent problem-solving and critical thinking skills.
• Strong written and verbal communication skills, with the ability to present data clearly.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and as part of a cross-functional team.
• A keen eye for detail and a commitment to accuracy.
• Understanding of the Nelspruit region or its business operations is beneficial.

• Annual salary of ZAR.
• Hybrid work arrangement offering flexibility.
• Comprehensive health and wellness benefits.
• Opportunities for professional growth and development in analytics.
• A collaborative team environment in Nelspruit
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• Generous paid time off.
• Retirement fund contributions.
• Access to training resources and workshops.