Data Analyst - Support Operations

We are seeking an experienced, detail-oriented and analytical Data Analyst to join our Support Operations team. In this role, you will be responsible for collecting, processing, and interpreting data to provide actionable insights that drive strategic decision-making.
As the first Data Analyst in the Support team, you’ll play a key role in building and defining our analytics capabilities from the ground up. You will collaborate closely with Support leadership and cross-functional teams to identify data needs, gather requirements, manipulate data, analyze trends, and present findings through reports and visualizations. This is a highly impactful role with an opportunity to create and scale the analytics infrastructure that will drive the team’s growth.

Responsibilities

• Evaluate and define the Support teams data requirements for data processing.
• Support the implementation and maintenance of data management processes and systems with cross-functional teams.
• Collect, clean, and organize large datasets from various Support sources to ensure data quality and accuracy.
• Analyze data and uncover trends, patterns, and clear insights..
• Develop and maintain dashboards, reports, and visualizations using tools like Tableau, Power BI, Redash.
• Perform exploratory data analysis to identify opportunities for process improvement and optimization.
• Collaborate with cross-functional teams to identify business challenges and recommend data-driven solutions.
• Establish a strong communication channel and build excellent working relationships with a diverse set of stakeholders like Product Support, Information Systems, Logistics, Product and R&D teams.
• Communicate findings and recommendations clearly to both technical and non-technical stakeholders.

Requirements:

• At least 2 years of experience with proven experience as a Data Analyst or in a similar role.
• Bachelor’s degree in Information System, Computer Science, Industrial Engineering or a related field.
• Experience with structured and unstructured databases MySQL, DocDB, Mongo.
• Proficiency in data analysis tools such as SQL, Excel and Python.
• Experience with data visualization tools (e.g., Tableau, Power BI, Redash, Zendesk Explore).
• Quick-thinking, fast learner and problem solver, with strong attention to details.
• Ability to translate a complex data story into interesting and actionable insights.
• Excellent communication and presentation skills. Must be very well organized and able to work effectively in a fast-paced environment.
• Strong oral and written communication skills in English.
• Experience with Support tools Zendesk and Jira - Advantage.