Remote Customer Support Analyst (Kimberley)

Placements24; Impendle Local Municipality; Hybride; ZAR 250 000 - 400 000; Plein temps

Avantages offerts par ce poste

Fully remote work arrangement

Comprehensive health insurance

Retirement annuity

Professional development in data/CS

Access to advanced analytics tools

Paid time off

Résumé du poste

WhatJobs Direct is seeking a skilled Customer Support Analyst to analyze support data, identify trends, and drive improvements for our clients from a fully remote setup. You will collaborate with cross-functional teams to enhance customer journeys and contribute to strategic initiatives across the Northern Cape region and beyond.

The role requires strong data analysis skills, familiarity with Excel/SQL/Power BI, and experience with CRM systems.

Qualifications

• Proven experience as a Customer Support Analyst, Data Analyst, or similar role.
• Strong analytical skills with the ability to interpret complex data sets.
• Proficiency in data analysis tools (e.g., Excel, SQL, Power BI) and CRM systems.
• Excellent report writing and presentation skills.
• Understanding of customer support operations and key performance indicators.
• Ability to work independently and manage multiple analytical projects simultaneously in a remote setting.
• Strong problem-solving skills and attention to detail.
• Excellent communication and collaboration skills, adept at working with remote teams.
• Bachelor's degree in Statistics, Business Analytics, Computer Science, or a related field.
• Experience supporting clients in Kimberley region is a plus.

Responsabilités

• Analyze customer support data, including ticket volumes, resolution times, and customer feedback.
• Identify patterns, trends, and root causes of recurring customer issues.
• Develop reports and dashboards to communicate key support metrics and insights.
• Recommend process improvements and potential product enhancements based on data analysis.
• Collaborate with support agents, team leads, and management to implement changes.
• Assist in creating and refining knowledge base articles and support documentation.
• Monitor customer satisfaction scores (CSAT, NPS) and identify areas for improvement.
• Support the training of new support staff by providing data-driven feedback.
• Stay informed about industry best practices in customer support and data analysis.
• Contribute to strategic initiatives aimed at enhancing the overall customer experience.

Connaissances

Analytical thinking

Data interpretation

Excel

SQL

Power BI

CRM systems

Formation

Bachelor's degree in Statistics, Business Analytics, Computer Science, or related field

Outils

SQL

Power BI

CRM systems

Description du poste

About the Role

Our client, WhatJobs Direct, is seeking a skilled and analytical Customer Support Analyst for a fully remote position, serving clients primarily in the Kimberley, Northern Cape area. This role is crucial for enhancing customer satisfaction by analyzing support data, identifying trends, and recommending improvements to support processes and product features. You will work closely with the customer support team and other departments to ensure a seamless and positive customer journey. As a fully remote role, you will have the autonomy to manage your work from home, leveraging advanced analytical tools and collaborative platforms. We are looking for a data-driven individual with a keen eye for detail and a passion for improving customer experiences. This is an excellent opportunity to contribute to a leading company's strategic initiatives from anywhere, supporting the Northern Cape community.

Key Responsibilities

• Analyze customer support data, including ticket volumes, resolution times, and customer feedback.


• Identify patterns, trends, and root causes of recurring customer issues.


• Develop reports and dashboards to communicate key support metrics and insights.


• Recommend process improvements and potential product enhancements based on data analysis.


• Collaborate with support agents, team leads, and management to implement changes.


• Assist in creating and refining knowledge base articles and support documentation.


• Monitor customer satisfaction scores (CSAT, NPS) and identify areas for improvement.


• Support the training of new support staff by providing data-driven feedback.


• Stay informed about industry best practices in customer support and data analysis.


• Contribute to strategic initiatives aimed at enhancing the overall customer experience.

Requirements

• Proven experience as a Customer Support Analyst, Data Analyst, or similar role.


• Strong analytical skills with the ability to interpret complex data sets.


• Proficiency in data analysis tools (e.g., Excel, SQL, Power BI) and CRM systems.


• Excellent report writing and presentation skills.


• Understanding of customer support operations and key performance indicators.


• Ability to work independently and manage multiple analytical projects simultaneously in a remote setting.


• Strong problem-solving skills and attention to detail.


• Excellent communication and collaboration skills, adept at working with remote teams.


• Bachelor's degree in Statistics, Business Analytics, Computer Science, or a related field.


• Experience supporting clients in the Kimberley region is a plus.

Benefits

• Annual salary of R .


• Fully remote work arrangement.


• Comprehensive health insurance.


• Retirement annuity.


• Opportunities for professional development in data analytics and customer support.


• Access to advanced analytical tools and software.


• Supportive and collaborative remote team environment.


• Paid time off.


• Contribute to strategic improvements for our client in the Northern Cape.