About the job
We are seeking a Junior Data Analyst to join our team and focus on analyzing support tickets data to improve customer support processes and enhance the overall customer experience. As a Junior Data Analyst – Support Tickets Analysis, you will be responsible for extracting insights from support ticket data, identifying trends, and providing recommendations to optimize support operations.
Collect and analyze support ticket data to identify patterns, trends, and areas for improvement.
Develop and maintain data models, reports, and dashboards to monitor key performance indicators (KPIs).
Collaborate with cross-functional teams to understand support processes and systems, and propose data-driven improvements.
Identify opportunities for automation and efficiency in support ticket handling and resolution.
Present findings and recommendations to stakeholders, including support managers and leadership.
Ensure data accuracy, reliability, and integrity through data validation and quality assurance procedures.
Stay updated on industry best practices and emerging trends in data analysis and customer support.
Bachelor’s degree in a relevant field, such as Data Science, Statistics, or Computer Science.
Proven experience as a Data Analyst, preferably with a focus on support ticket analysis.
Proficiency in data analysis tools and techniques, such as SQL, Excel, and data visualization platforms (e.g., Tableau, Power BI).
Strong analytical and problem-solving skills.
Excellent attention to detail and ability to work with large datasets.
Effective communication and presentation skills.
Familiarity with customer support processes and systems is a plus.
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