Senior Data Analyst (Product team)

Responsibilities:

• Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved
• Act as the initial point of contact for all application-related concerns from customer or other employees.
• Assist management in creating training materials pertaining to application troubleshooting and usage.
• Organize and file documentation pertaining to instructional guides for application
• Attend in-person meetings with another team to analyze, troubleshoot and diagnose applications problems
• Responsible in resolving technical issues and providing support to stakeholders
• Collaborate with Engineering, Product Development, and Customer Service teams as required in order to drive long-term product improvements

Requirements:

• A bachelor's degree in computer science or related technology field is preferred.
• Minimum 4 years of experience in a relevant role
• 1 - 3 years of relevant experience in a customer focused position involving technical knowledge of a company s products and services.
• Business mindset is plus
• Must have strong understanding of support flows and procedures.
• Must be familiar with working via online tools like Zendesk, Jira, etc
• Must know how to debug basic mobile hardware and software issues.
• Knowledge of customer service principles and practices.
• Must be able to work well under pressure and independently.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Ability to multi-task and good communication skills