Customer Support Performance Analyst II

Collaborate with cross-functional Global Customer Support teams to analyze operational data, define and interpret key performance metrics, develop insightful reports and dashboards, and identify opportunities to improve customer support processes and outcomes.

The ideal candidate will have a strong analytical mindset, experience with data visualization and reporting tools, and the ability to translate business needs into actionable insights that support informed decision-making and drive day-to-day performance.

What will you do?

Performance Reporting & Visualization

Develop and maintain Tableau and BI dashboards.

Monitor Customer Support KPIs and operational performance.

Business Requirements & Stakeholder Collaboration

Gather reporting and analytical requirements from stakeholders.

Translate business needs into reporting solutions and performance measures.

Data Preparation & Processing

Extract, clean, and transform data from SQL, Excel, and operational systems.

Prepare accurate and reliable datasets for reporting and analysis.

Performance Analysis

Analyze KPI trends, variances, and performance gaps.

Assess service levels, productivity, quality, and customer experience.

Insights & Recommendations

Translate analysis into actionable business insights.

Identify root causes and opportunities for performance improvement.

Data Validation & Quality

Perform data validation, reconciliation, and quality checks.

Investigate and resolve reporting and data discrepancies.

Operational Reporting Support

Deliver recurring and ad hoc reports and analyses.

Support business reviews and operational decision-making.

Documentation & Governance

Maintain KPI definitions, business rules, and reporting documentation.

Follow reporting, change-management, and data-governance standards.

Continuous Improvement & Automation

Automate and streamline reporting processes.

Standardize performance measurement and improve data visibility.

Who would be successful?


* Education:Bachelor's degree in Mathematics, Computer Science, Computer Engineering, Statistics, Economics or other related technical field


* Working Experience:
+ Proficiency in writing SQL queries to extract data
+ Hands-on experience in building dashboard using Tableau is a plus


* Business Understanding: The Customer Support Analyst will fulfill standard support requests by gathering and clarifying business requirements, analyzing customer and support data, validating information, monitoring data quality, and identifying opportunities to improve support processes.

The analyst may also create and maintain dashboards and reports to track service levels, case volume, response and resolution times, customer trends, and other key support metrics.

In addition, the analyst will collaborate with business and technical teams to investigate issues, improve data visibility, streamline reporting, and support data-driven decisions that enhance customer experience.
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