Customer Support Performance Analyst II

Schneider Electric Corp; Pateros; On-site; PHP 2,872,000 - 4,148,000; Full time

Job summary

Schneider Electric is seeking a Customer Support Analyst to analyze operational data, build Tableau dashboards, and deliver insights to improve service levels and customer experience. You will partner with cross-functional teams to define KPIs and produce recurring and ad hoc reports.

The role emphasizes data validation, governance, and continuous improvement of reporting processes, with the potential to automate and streamline performance measurement.

Qualifications

• Must be able to write SQL queries to extract data.
• Experience building dashboards using Tableau is a plus.
• Proficient with BI platforms and data visualization tools.

Responsibilities

• Develop and maintain Tableau and BI dashboards.
• Monitor KPIs and operational performance for customer support.
• Gather reporting requirements and translate them into reporting solutions.

Skills

SQL queries

Tableau dashboards

Data visualization

Analytical thinking

Education

Bachelor’s degree in Mathematics, Computer Science, Computer Engineering, Statistics, Economics

Tools

Excel (Pivot Tables)

BI tools

Job description

Collaborate with cross-functional Global Customer Support teams to analyze operational data, define and interpret key performance metrics, develop insightful reports and dashboards, and identify opportunities to improve customer support processes and outcomes. The ideal candidate will have a strong analytical mindset, experience with data visualization and reporting tools, and the ability to translate business needs into actionable insights that support informed decision-making and drive day-to-day performance.

What will you do?

Performance Reporting & Visualization

Develop and maintain Tableau and BI dashboards.

Monitor Customer Support KPIs and operational performance.

Business Requirements & Stakeholder Collaboration

Gather reporting and analytical requirements from stakeholders.

Translate business needs into reporting solutions and performance measures.

Data Preparation & Processing

Extract, clean, and transform data from SQL, Excel, and operational systems.

Prepare accurate and reliable datasets for reporting and analysis.

Performance Analysis

Analyze KPI trends, variances, and performance gaps.

Assess service levels, productivity, quality, and customer experience.

Insights & Recommendations

Translate analysis into actionable business insights.

Identify root causes and opportunities for performance improvement.

Data Validation & Quality

Perform data validation, reconciliation, and quality checks.

Investigate and resolve reporting and data discrepancies.

Operational Reporting Support

Deliver recurring and ad hoc reports and analyses.

Support business reviews and operational decision-making.

Documentation & Governance

Maintain KPI definitions, business rules, and reporting documentation.

Follow reporting, change-management, and data-governance standards.

Continuous Improvement & Automation

Automate and streamline reporting processes.

Standardize performance measurement and improve data visibility.

Who would be successful?

• Education:Bachelor’s degree in Mathematics, Computer Science, Computer Engineering, Statistics, Economics or other related technical field
• Working Experience:
  • Proficiency in writing SQL queries to extract data
  • Hands‑on experience in building dashboard using Tableau is a plus
• Business Understanding: The Customer Support Analyst will fulfill standard support requests by gathering and clarifying business requirements, analyzing customer and support data, validating information, monitoring data quality, and identifying opportunities to improve support processes. The analyst may also create and maintain dashboards and reports to track service levels, case volume, response and resolution times, customer trends, and other key support metrics. In addition, the analyst will collaborate with business and technical teams to investigate issues, improve data visibility, streamline reporting, and support data‑driven decisions that enhance customer experience.
• Others (e.g. language skills, technical skills): Proficiency in BI Platforms (Tableau and others) and Excel (Pivot Tables, array functions, Power Pivots, etc).
• Ability to analyze large‑scale datasets
• Strong problem solver, able to investigate and resolve issues independently
• Analytical and independent problem solver. Meticulous with high attention to detail
• Strong communicator with ability to talk through data/technical details and business/layperson details.

  Contract Duration: 1 year fixed term contract (project based)

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

* Country‑specific programs and initiatives may be available.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.