We solve customer issues and cater to the needs of the Product teams. From overseeing agent readiness to running operations and providing key customer & product insights, we do it all.
Responsibilities:
Facilitate customer support reporting including exporting and manipulating data from dashboards to create recurring and ad hoc reports.
Redesign customer support reporting dashboards.
Find trends in customer support metrics to identify spikes or drivers behind metric movement month over month or year over year.
Partner with Product Support Manager (PSM) to populate insights using customer support metrics, Voice of user, agent feedback, and escalations.
Partner with management team to draft communications to highlight team impact to several senior leadership forums.
Work cross functionally, partnering with stakeholders across Product, Vendor Operations, Strategy & Operations, Vendor, and support teams on various workstreams.
Experience:
5+ years of professional experience.
2+ years of experience in overseeing data analysis and reporting operations (tracking metrics, reporting insights, working cross-functionally to resolve issues)
Strong written and oral communication skills.
Data visualization, storytelling, & presentation / slide building skills.
Strong data navigation, mining, and comprehension skills.
Stakeholder management skills
Proven ability to manage multiple time-sensitive projects with competing priorities while working independently to drive projects to completion with minimum guidance and high attention to detail in a high-paced environment.
Skills:
SQL
Data visualization
Dashboards
Customer Support
Data Analysis
Education:
Bachelor's degree.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.