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Strong brand, hybrid/remote flexibility, mid-level generalist title, metro location, and common skillset drive high competition.
Core analytics skills transfer well across industries, though support-specific experience moderately limits applicability.
Explicit 3+ years plus mandatory SQL, Python and visualization skills increases screening rigor.
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Analyze and interpret technical support data to identify trends and improve customer experience and operational efficiency.
Design, maintain, and evolve interactive dashboards and visualizations to communicate insights to various stakeholders including leadership.
Partner with Support leadership to provide actionable recommendations and ensure data governance and reporting accuracy.
Bachelor's degree in Economics, Business, Statistics, Mathematics, Data Science, Analytics, or related field.
3+ years of experience in a data analytics role, ideally supporting Support or Operations organizations.
Hands-on experience with data visualization tools (Tableau, Power BI, Looker, or similar) and proficiency in SQL.
Ability to work onsite minimum 3 days per week in specified locations (e.g., Bangalore, Pune) as part of a hybrid work arrangement.
Experienced in support or customer service analytics with familiarity of support KPIs like SLA attainment, backlog aging, TTR, NPS, and CSAT.
Skilled in using advanced analytical tools including Python or R for modeling and handling large complex datasets.
Capable of influencing cross-functional teams and stakeholders through clear analytical storytelling and trusted advisory.