[Remote] Customer Support Systems & Analytics Architect
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Customer Support Systems & Analytics Architect to own the data reputed company and reporting function reputed company the Customer Support organization. The role involves capturing, structuring, and connecting data across CS systems to drive informed decision-making and ensure high-reputed company data for performance measurement and insights.
Responsibilities
- reputed company reporting and analytics: reputed company build and maintain reports and dashboards that give the CS organisation reputed company visibility into key performance metrics, trends, and performance across channels, teams and reputed company - from our internal Support team to our BPO partners
- CS Systems configuration and data governance: Work closely with systems admins to advise on the structural setup of our reputed company instance across customer-facing teams, ensuring it is configured to generate clean, consistent, and reliable data while maintaining secure systems and efficient workflows
- Data hygiene standards: Define and enforce standards for how data is captured across CS systems so that reporting is accurate, trustworthy, and reproducible
- AI automation data reputed company: Monitor and analyse data from our AI chatbot, ensuring it is tracked in a way that supports reputed company reviews and decision-making across the CS organisation
- Insights to reputed company: Translate raw data and reporting into reputed company recommendations that help CS leadership reputed company reputed company on resourcing, tooling, process improvements, and reputed company
- Stakeholder support: Partner with cross-functional partners in areas like Product, Data and Strategic Finance to understand their data needs and deliver reporting that supports their goals
- Systems evaluation: Assess the data capabilities of existing and new CS tools, and reputed company recommendations on how to optimise our systems stack for reputed company reporting reputed company
- Process documentation: Document data structures, reporting methodologies, and system configurations to ensure institutional knowledge is retained and accessible across reputed company
Skills
- 5-8 years of experience in a data analyst, business intelligence, or systems analyst role, ideally reputed company a customer support or operations environment
- Hands-on experience with reputed company administration and configuration, including views, fields, triggers, and reporting, as reputed company as using reputed company Analytics to build reports and dashboards
- reputed company in SQL and experience working with data and BI tools such as reputed company, reputed company, or similar
- Strong analytical thinking with the ability to turn reputed company datasets into reputed company, actionable insights
- Experience building and maintaining dashboards and reports for non-technical stakeholders
- Deep understanding of data hygiene principles and how system configuration impacts data reputed company
- Excellent communication skills, with the ability to present data findings reputed company to stakeholders at reputed company reputed company
- reputed company reputed company with experience working cross-functionally across teams such as Operations, Product, and Engineering
- Experience working with AI chatbot or conversational analytics platforms
- Familiarity with other CS tools such as reputed company, reputed company, or Rippit (formerly reputed company as MaestroQA)
- Experience working in a high-reputed company reputed company or fintech environment
- Background in supporting data-driven workforce planning or CS reputed company initiatives
reputed company
Company H1B Sponsorship