AI-Driven Support Analytics Specialist (Remote)

UST; Bentonville (AR); Remote; USD 96,000 - 117,000; Full time

Benefits offered by this job

Paid time off and holidays

401(k) with employer matching

Medical, dental, and vision insurance

HSA and FSA options

Disability insurance

Job summary

UST is seeking a data-driven specialist for Data/Business Analytics & AI-Enabled Support Operations. The role focuses on analyzing support and vendor data to predict issues before customers are affected, building Excel-based reports and dashboards, and maintaining SLAs across channels.

You will collaborate with product and operations teams to surface risks and actionable recommendations, while leveraging AI tools to improve responses and knowledge management.

Qualifications

• Strong analytical skills and ability to distinguish correlation vs. causation.
• Experience analyzing support data and identifying actionable patterns.
• Advanced Excel skills including XLOOKUP, Power Query, and macros.
• Hands-on Excel with Pivot Tables, VLOOKUP, and data filters.
• Experience with CRMs (Zendesk, Salesforce Service Cloud, Freshdesk).
• Understanding of ticket lifecycle, routing, and SLAs.
• Experience using AI tools to draft responses and documents.
• Ability to document step-by-step troubleshooting and support procedures.
• Excellent written communication.

Responsibilities

• Analyze support and vendor data to identify trends, anomalies, and root causes.
• Move from descriptive reporting to predictive insights and dashboards.
• Ensure accurate ticket triage, tagging, and SLA tracking across channels.
• Create and maintain structured KB documentation using KCS practices.
• Use AI tools to draft, refine, and personalize customer responses and documentation.

Skills

Analytical skills

Support data analysis

Excel dashboards

SLA tracking

CRM experience

AI drafting and review

Prompt engineering

Documentation

Written communication

Troubleshooting docs

Education

Bachelor's degree

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Pivot Tables

VLOOKUP

Power Query

Airtable

Google Sheets

Job description

UST is seeking a data-driven specialist for Data/Business Analytics & AI-Enabled Support Operations. The role focuses on analyzing support and vendor data to predict issues before customers are affected, building Excel-based reports and dashboards, and maintaining SLAs across channels.

You will collaborate with product and operations teams to surface risks and actionable recommendations, while leveraging AI tools to improve responses and knowledge management.