Loading...
SeniorFull-timeRustAI
Salary Range
$47,239 - $63,911 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a detail-oriented and proactive Support Analyst to join our Data Governance team. This role is crucial for ensuring seamless support for internal and external data-related issues across our attribution, products, and services.
Key Responsibilities
- →Help establish and continuously improve our client inquiry support process
- →Implement best practice support workflows using JIRA Service Management
- →Define and maintain SLAs, escalation paths, and resolution protocols
- →Ensure client inquiries are resolved within the agreed SLAs
- →Investigate and resolve client issues, escalating complex cases to appropriate departments when necessary
- →Define and report on support metrics (e.g. response times, resolution rates, root cause trends)
- →Use insights from support data to drive improvements in upstream processes and client experience
- →Oversee the creation and maintenance of rich knowledge base materials to support client self-service
- →Collaborate with local market L1 support teams to upskill and reduce issue escalation
- →Identify recurring issues and work with product and data teams to address root causes
- →Stay up-to-date with company products, services, and policies to provide informed support
- →Meet or exceed performance metrics including response time, resolution rate, and customer satisfaction scores
- →Use JIRA reporting tools to provide regular updates on SLA performance to key stakeholders
