Customer Support Analyst

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 300,000 - 460,000; Full time

Benefits offered by this job

Hybrid work arrangement

Health and wellness benefits

Professional growth opportunities

Collaborative team environment

Generous paid time off

Retirement fund contributions

Training resources and workshops

Job summary

WhatJobs Direct in Nelspruit is seeking a detail-oriented Customer Support Analyst to monitor customer interactions, analyze support data and identify trends. You will translate data insights into actionable strategies to benefit customers and support operations.

The role emphasizes data-driven improvements, collaboration with cross-functional teams, and maintaining knowledge resources to enhance the customer experience.

Qualifications

• Bachelor's degree in Business Administration, Statistics, Computer Science, or a related analytical field.
• 1-3 years of experience in a customer support role with a strong analytical component.
• Proficiency in data analysis tools and techniques (e.g., Excel, SQL, data visualization software).
• Strong written and verbal communication skills and the ability to present data clearly.

Responsibilities

• Analyze customer support data, including ticket volume, resolution times, and customer feedback.
• Identify recurring issues and trends, developing reports with actionable insights and recommendations.
• Monitor KPIs for the customer support team.
• Collaborate with the support team to implement process improvements and best practices.
• Assist in developing and maintaining knowledge base articles and support documentation.
• Provide insights to product and development teams regarding customer issues and feedback.
• Conduct quality assurance reviews of customer interactions.
• Contribute to training of support staff by identifying areas for skill development.

Job description

About the Role

Our client, WhatJobs Direct, is seeking a detail-oriented and analytical Customer Support Analyst to join their team in Nelspruit. This role is crucial for monitoring customer interactions, analyzing support data, and identifying trends to improve service quality and efficiency. The ideal candidate will possess strong analytical skills, excellent problem-solving capabilities, and a commitment to enhancing the customer experience. You will be responsible for reviewing support tickets, identifying common issues, and recommending solutions to optimize support processes. This is an excellent opportunity for someone passionate about data-driven improvements and customer satisfaction. We are looking for an individual who can translate data insights into actionable strategies that benefit both our customers and our support operations. Contribute to our client's success by ensuring a superior support experience.

Key Responsibilities

• Analyze customer support data, including ticket volume, resolution times, and customer feedback.
• Identify recurring issues and trends, developing reports with actionable insights and recommendations.
• Monitor key performance indicators (KPIs) for the customer support team.
• Collaborate with the support team to implement process improvements and best practices.
• Assist in the development and maintenance of knowledge base articles and support documentation.
• Provide insights to product and development teams regarding customer issues and feedback.
• Conduct quality assurance reviews of customer interactions.
• Contribute to the training of support staff by identifying areas for skill development.
• Stay informed about industry best practices in customer support and analytics.

Requirements

• Bachelor's degree in Business Administration, Statistics, Computer Science, or a related analytical field.
• 1-3 years of experience in a customer support role with a strong analytical component, or in data analysis.
• Proficiency in data analysis tools and techniques (e.g., Excel, SQL, data visualization software).
• Excellent problem-solving and critical thinking skills.
• Strong written and verbal communication skills, with the ability to present data clearly.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and as part of a cross-functional team.
• A keen eye for detail and a commitment to accuracy.
• Understanding of the Nelspruit region or its business operations is beneficial.

Benefits

• Annual salary of ZAR.
• Hybrid work arrangement offering flexibility.
• Comprehensive health and wellness benefits.
• Opportunities for professional growth and development in analytics.
• A collaborative team environment in Nelspruit.
• Generous paid time off.
• Retirement fund contributions.
• Access to training resources and workshops.