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Title
Text copied to clipboard!Help Center Analyst
Description
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We are looking for a Help Center Analyst to join our team and support the improvement of efficiency and quality in customer service. As a Help Center Analyst, your main task will be to collect, analyze, and interpret data related to the help center's operations to identify trends, issues, and opportunities for optimization. You will work closely with customer service, IT, and process management teams to develop recommendations and solutions that enhance customer satisfaction and team effectiveness. Your responsibilities will include creating reports, monitoring key performance indicators (KPIs), analyzing customer inquiries and feedback, and participating in automation and digitalization projects. The ideal candidate has strong analytical skills, experience with data analysis tools, and a desire to work in a dynamic, customer-oriented environment. If you are motivated to contribute to the development of better customer service through analysis and innovation, this position is for you.
Responsibilities
Text copied to clipboard!- Analyze help center data
- Prepare reports and presentations
- Monitor key performance indicators
- Identify trends and issues in service
- Propose solutions for process optimization
- Collaborate with other teams to improve services
- Participate in automation projects
- Process and analyze customer feedback
- Maintain a database with analytical information
- Train the team on new analytical tools
Requirements
Text copied to clipboard!- Higher education in IT, mathematics, or related field
- Experience with data analysis tools (Excel, Power BI, Tableau, etc.)
- Excellent analytical and communication skills
- Ability to work in a team and independently
- Attention to detail and organizational skills
- Good command of English
- Experience in a help center is an advantage
- Time and priority management skills
- Willingness to learn and develop
- Creativity in problem-solving
Potential interview questions
Text copied to clipboard!- What is your experience with data analysis?
- Have you worked with BI tools?
- How do you approach identifying process issues?
- What key performance indicators do you monitor?
- What would you improve in a help center?
- How do you handle large volumes of data?
- What are your strengths as an analyst?
- Do you have experience in process automation?
- How do you work under pressure?
- What motivates you to work in this field?
