Related skills
documentation data analysis sql process improvement project management📋 Description
- Own complex tech issues via user contact (email/phone) using SQL to analyze data.
- Collaborate with Engineering, Product, and Ops to diagnose and resolve issues.
- Scale support processes with data-driven insights to improve efficiency.
- Lead improvements to meet CSAT, Contact Rate, and SLA targets.
- Create and refine self-service docs for user issue resolution.
- Work with Product/Engineering to improve the platform based on feedback.
🎯 Requirements
- 2+ years in a customer-facing product support role focused on troubleshooting.
- Proficiency in SQL for data analysis and querying.
- Experience with APIs.
- Strong problem-solving to diagnose complex issues.
- Stakeholder management to influence cross-functional teams.
- Project management experience optimizing processes and workflows.
- Willingness to work occasional weekends and holidays with time off in lieu.
- Strong analytical skills to interpret data for decisions.
- Able to explain technical concepts to tech/non-tech stakeholders.
- Proficiency in technical environments; diagnose highly technical issues.
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