Vacancy expired!
Location: Philadelphia, PA Description: Our client is currently seeking a Data Analyst II
We are looking for an individual with passion for delivering a best-in-class customer experience, critical to our client's sustained growth and rapid adoption of new IoT technologies. The Operations team provides general and technical assistance to our customers, spanning small start-ups to Fortune 100 enterprises. The team more broadly serves as a liaison between the client's internal resources (particularly Product, Engineering, and Sales teams) and our customers, ensuring successful deployment of the company's LPWAN enterprise IoT platform. Operations is also responsible for delivering professional field services and overseeing supply chain and logistics for our client.The Operations Analyst is responsible for quickly achieving fluency across underlying technologies, operational toolsets, features, and product portfolio. Developing a deep familiarity with our client's technologies and products should be combined with an analytical, data-driven mindset and a polished, professional approach to interactions with clients and internal stakeholders alike. This position will serve a wide array of data analysis and reporting needs across Operations team functions, including customer support metrics, issue categorization and root cause analysis, invoicing and billing details, supply chain and logistics, and professional deployment services. The Analyst will contribute meaningfully to operational process improvement and data-driven decision making, expanding the capabilities of the team with scalability as a core focus.The Analyst will also assist with creation and maintenance of technical documentation for both internal and external audiences, including but not limited to knowledge bases, installation guides, FAQs, and implementation walkthroughs.This position requires an autonomous and self-starter approach, with critical thinking and superb attention to detail being key requirements for success. The ideal candidate will have a demonstrated ability to learn quickly and problem-solve in a fast-paced environment. Responsibilities:-Assist in the development of data capture and reporting for key support performance metrics, including but not limited to response times, percentage escalation by issue category, mean time to recovery, ticket volume trending and forecasting, and overall customer satisfaction.-Overhaul and redesign, where applicable, existing processes and procedures across the customer support organization to support the rapid, sustained growth of our customer base.-Maintain accurate documentation and records of all customer service activities, resolutions, FAQs, support articles, and other resources.-Coordinate with teammates on Operations and Engineering teams to formalize, track and manage issue escalations with requisite root cause analysis. -Identify customer experience trends for the Product team and ensure a consistent, clear feedback loop for new features and roadmaps.-Support other functional areas of the team, such as deployment services and supply chain, with data analysis, data organization, and process improvement as needed.-Accommodate customer data and information requests, and general support inquiries as needed.-Consistent exercise of independent judgment and discretion in matters of significance.-Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.-Other duties and responsibilities as assigned.Employees at all levels are expected to:-Understand our Operating Principles; make them the guidelines for how you do your job.-Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.-Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.-Win as a team - make big things happen by working together and being open to new ideas.-Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.-Drive results and growth.-Respect and promote inclusion & diversity.-Do what's right for each other, our customers, investors and our communities.Qualifications: -1-3 years' experience in a data-intensive, analytical role requiring a strong attention to detail - preferably in a technology or SaaS business environment.-Prior experience with one or more of the following data and analytics tools is preferred: Microsoft Excel, Salesforce, Jira, SQL, and ELK stack (Elasticsearch, Logstash, Kibana).-Ability to rapidly learn new technologies and concepts pertaining to large-scale distributed software systems, cloud architecture and networking, and embedded systems. Familiarity with and understanding of competitive IoT/M2M products, LPWAN, and other wireless technologies is preferred, but not required.-Ability to thrive under pressure and in a fast-paced environment, managing multiple parallel initiatives and prioritizing as needed.-Demonstrated track record of delivering results autonomously, with an ability to independently solve problems under a certain level of ambiguity or with incomplete information.-Possess excellent interpersonal skills, with ability to work in-person or remotely to build strong relationships across members from other teams. Actively listen and engage empathetically with customers and teammates, while always maintaining a positive and professional demeanor.Contact: This job and many more are available through The Judge Group. Find us on the web at www.judge.comVacancy expired!