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Mid LevelFull-timePythonGit
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Quality & Experience Analyst to join our Technical Support team. This role is responsible for reviewing Service Level Agreements (SLAs), monitoring customer satisfaction (CSAT) survey results, and conducting quality feedback scoring to improve the overall customer experience.
Key Responsibilities
- →Conduct SLA and case reviews upon request and provide detailed reports.
- →Monitor incoming CSAT survey results and identify feedback that needs to be actioned on.
- →Conduct quality feedback scoring and provide comprehensive reports.
- →Review quality feedback data for trends and make recommendations for improvements.
- →Maintain up-to-date internal documentation regarding process updates that impact ticket handling.
- →Help identify and implement improvements to the support process to ensure adherence to our high standards of customer service.
- →Collaborate with the product and R&D teams to identify trends based on ticket data.
- →Coordinate support team trainings based on data trends to fill team knowledge gaps.
- →Provide customer escalation oversight for customer accounts.
Requirements
- ✓5+ years working in a customer-facing technical, data analyst, or operations role for a technical team, or similar experience is required.
- ✓Experience as a Technical Support Engineer is a plus.
- ✓Excellent communication, interpersonal and critical thinking skills.
- ✓Strong analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy.
- ✓Proficiency in using databases and software like SQL, Oracle and Python.
- ✓Familiarity with data visualization tools like Tableau, Power BI or Excel.
- ✓Proven ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
