Data Analyst

As a Junior Data Analyst - Support Tickets Analysis, you will be responsible for extracting insights from support ticket data, identifying trends, and providing recommendations to optimize support operations.

Key Responsibilities & Accountabilities:

• Collect and analyze support ticket data to identify patterns, trends, and areas for improvement.
• Develop and maintain data models, reports, and dashboards to monitor key performance indicators (KPIs).
• Collaborate with cross-functional teams to understand support processes and systems, and propose data-driven improvements.
• Identify opportunities for automation and efficiency in support ticket handling and resolution.
• Present findings and recommendations to stakeholders, including support managers and leadership.
• Ensure data accuracy, reliability, and integrity through data validation and quality assurance procedures.
• Stay updated on industry best practices and emerging trends in data analysis and customer support.

Education & experience:

• Bachelor's degree in a relevant field, such as Data Science, Statistics, or Computer Science.
• Proven experience as a Data Analyst, preferably with a focus on support ticket analysis.
• Proficiency in data analysis tools and techniques, such as SQL, Excel, and data visualization platforms (e.g., Tableau, Power BI).
• Strong analytical and problem-solving skills.
• Excellent attention to detail and ability to work with large datasets.
• Effective communication and presentation skills.
• Familiarity with customer support processes and systems is a plus.