Introduction to Our Company
We are a pioneering streaming service that has revolutionized the way people consume entertainment. With a global presence and a commitment to innovation, we are dedicated to providing our users with an unparalleled viewing experience. Our company culture values creativity, collaboration, and a passion for excellence. We are now seeking an experienced Customer Support Information Investigator to join our team, playing a critical role in driving our customer support operations forward.
Job Overview
As a Customer Support Information Investigator, you will be responsible for creating and maintaining customer service reports within Business Intelligence tools. You will analyze various data sources, including workforce management metrics, vendor performance, and customer experience metrics, to identify trends and deliver executive-level insights. Additionally, you will provide client support to our vendor partners and triage customer support data integrity issues with engineering. You will work closely with internal customer support teams and vendor partners to ensure accurate and effective use of workforce management and operational data across the customer support capability.
Key Responsibilities
- Responsible for the creation and maintenance of global customer support dashboards and reports for both internal stakeholders and vendor partners within various Business Intelligence tools like Tableau.
- Collaborate with the Data Insights team to migrate ad-hoc Tableau dashboards into our custom data visualization tools.
- Extract, manipulate, and analyze large datasets from multiple sources to identify patterns, trends, and anomalies in customer support data.
- Provide level one support to vendor partners' data consumers and collaborate with Data Engineering teams to ensure timely resolution of data integrity issues.
- Train and educate clients on how to effectively use and interpret reports and data.
- Create and maintain up-to-date documentation, including data dictionaries, report definitions, and best practices.
- Partner closely with different cross-functional teams to understand reporting requirements, business processes, and KPIs.
- Design and deliver periodic executive-level reports on status, insights, and trends to inform and guide critical business decisions.
- Develop and implement comprehensive and consistent processes, tools, and procedures related to dashboard maintenance and reporting support.
Essential Qualifications
To be successful in this role, you will need:
- A bachelor's degree in Mathematics, Statistics, Business, Information Technology, or another quantitative field, or equivalent work experience.
- Experience in data analysis, reporting, and business intelligence, preferably in a customer support or related operational setting.
- Proficiency in data manipulation and analysis using data visualization tools like Tableau, Power BI, or similar.
- Demonstrated expertise in designing and generating complex reports, dashboards, and visualizations that provide meaningful insights to drive operational improvements.
- Experience working with large datasets and performing data cleansing, transformation, and validation to ensure data accuracy and integrity.
- Project/program management, process improvement, influencing, modeling, and consulting skills.
- Communication, collaboration, and interpersonal skills – the ability to communicate complex concepts in simple terms, considering diverse audiences to drive results.
Preferred Qualifications
While not essential, the following qualifications are desirable:
- Advanced degree in a quantitative field or a related field.
- Experience working in a fast-paced, dynamic environment with multiple stakeholders.
- Knowledge of data mining and machine learning techniques.
- Experience with cloud-based data platforms and tools.
- Certification in data analysis, business intelligence, or a related field.
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Strong analytical and problem-solving skills, with the ability to analyze complex data sets and identify trends and insights.
- Excellent communication and interpersonal skills, with the ability to communicate complex concepts to diverse audiences.
- Strong project management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Ability to work in a fast-paced, dynamic environment with multiple stakeholders.
- Strong attention to detail and ability to maintain high levels of accuracy and quality in work products.
Career Growth Opportunities and Learning Benefits
At our company, we are committed to the growth and development of our employees. As a Customer Support Information Investigator, you will have access to a range of training and development opportunities, including:
- Professional development courses and workshops.
- Mentorship programs.
- Opportunities for career advancement and promotion.
- Access to industry-leading tools and technologies.
- A collaborative and dynamic work environment that encourages innovation and creativity.
Work Environment and Company Culture
Our company culture values diversity, inclusion, and respect for all employees. We are committed to creating a work environment that is welcoming, inclusive, and supportive of all employees, regardless of their background, culture, or identity. As a Customer Support Information Investigator, you will be part of a dynamic and collaborative team that is passionate about delivering exceptional customer support and driving business success.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- A competitive hourly rate of $35/hour.
- Comprehensive health and dental insurance.
- Retirement savings plan.
- Paid time off and holidays.
- Access to exclusive employee discounts and perks.
- A dynamic and collaborative work environment that encourages innovation and creativity.
Conclusion
If you are a motivated and experienced data analysis and reporting specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Support Information Investigator, you will play a critical role in driving our customer support operations forward and contributing to the success of our company. Don't miss out on this opportunity to join a dynamic and innovative team and take your career to the next level.
Ready to Apply?
If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application.
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