Junior Data Analyst (onsite)
Job Description
We are seeking a Junior Data Analyst to join our team and focus on analyzing support tickets data to improve customer support processes and enhance the overall customer experience. As a Junior Data Analyst – Support Tickets Analysis, you will be responsible for extracting insights from support ticket data, identifying trends, and providing recommendations to optimize support operations.
Responsibilities
- Collect and analyze support ticket data to identify patterns, trends, and areas for improvement.
- Develop and maintain data models, reports, and dashboards to monitor key performance indicators (KPIs).
- Collaborate with cross-functional teams to understand support processes and systems, and propose data-driven improvements.
- Identify opportunities for automation and efficiency in support ticket handling and resolution.
- Present findings and recommendations to stakeholders, including support managers and leadership.
- Ensure data accuracy, reliability, and integrity through data validation and quality assurance procedures.
- Stay updated on industry best practices and emerging trends in data analysis and customer support.
Requirements
- Bachelor’s degree in a relevant field, such as Data Science, Statistics, or Computer Science.
- Proven experience as a Data Analyst, preferably with a focus on support ticket analysis.
- Proficiency in data analysis tools and techniques, such as SQL, Excel, and data visualization platforms (e.g., Tableau, Power BI).
- Strong analytical and problem-solving skills.
- Excellent attention to detail and ability to work with large datasets.
- Effective communication and presentation skills.
- Familiarity with customer support processes and systems is a plus.