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Title
Text copied to clipboard!User Support Analyst
Description
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We are looking for a User Support Analyst who will help improve the quality and efficiency of our customer service through a data-driven approach. Your responsibilities will include collecting, analyzing, and interpreting user support data to identify recurring issues, customer satisfaction patterns, and opportunities for service improvement. You will work closely with the user support team and technical departments to provide valuable feedback and support decision-making. Additionally, you will monitor the efficiency of user support processes and recommend improvements to optimize workflows. Success in this role requires strong analytical thinking, the ability to work with large datasets, and excellent communication skills. If you are motivated and eager to contribute to enhancing the customer experience, we look forward to your application.
Responsibilities
Text copied to clipboard!- Collect and analyze user support data
- Identify issues and patterns in customer support data
- Monitor efficiency of user support processes
- Collaborate with user support and technical teams
- Prepare reports and analyses for management
- Recommend workflow improvements
- Conduct and analyze customer satisfaction surveys
- Manage databases and ensure data quality
- Implement new analysis methods and tools
- Develop training and guidance materials for support team
Requirements
Text copied to clipboard!- Experience in data analytics or user support
- Good understanding of customer service processes
- Strong analytical and problem-solving skills
- Ability to work with large datasets and analysis software
- Good communication and teamwork skills
- Proficiency in Estonian and English at least conversational
- Attention to detail and accuracy
- Independent and results-oriented work style
- Experience with SQL, Excel, and/or analytics tools
- Education in IT, statistics, or related field
Potential interview questions
Text copied to clipboard!- What is your experience in data analytics?
- How have you improved user support processes before?
- Which analysis tools have you used?
- How do you handle complex datasets?
- How do you ensure data accuracy and quality?
- Describe a situation where your analysis improved customer experience.
- How do you communicate with technical and non-technical teams?
- What are your strengths in teamwork?
- How do you prioritize multiple tasks?
- What are your expectations from an employer?
