Remote Customer Support Data Analyst

Placements24; Impendle Local Municipality; Hybrid; ZAR 250,000 - 400,000; Full time

Benefits offered by this job

Fully remote work arrangement

Comprehensive health insurance

Retirement annuity

Professional development in data/CS

Access to advanced analytics tools

Paid time off

Job summary

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.

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.

Skills

Analytical thinking

Data interpretation

Excel

SQL

Power BI

CRM systems

Education

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

Tools

SQL

Power BI

CRM systems

Job description

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.