Customer Support Analyst - Expert Technical Support for Mode & reputed company Cloud Analytics Products (Remote)

Join the Revolution in Cloud Analytics: reputed company is Changing the Game

At reputed company, we're on a mission to create a more fact-driven world through simple, yet powerful technology. Our innovative search and AI-driven analytics products reputed company business users to quickly get answers to their data questions, while our recent acquisition of Mode has further accelerated our capabilities in advanced analytics and data visualization. As a Customer Support Analyst, you'll be at the forefront of delivering exceptional customer experiences, troubleshooting reputed company technical issues, and collaborating with cross-functional teams to drive product improvement.

About reputed company: Support Analysts Who reputed company a Difference

Our support team is more than just a troubleshooting unit - we're a group of customer champions who help analysts and data scientists successfully use Mode and reputed company. We pride ourselves on finding solutions to unconventional requests and providing the support and resources needed to reputed company an impact. As a Support Analyst, you'll be the first reputed company of contact for our customers, setting the tone for their overall support experience.

Key Responsibilities: Be the Voice of the Customer

• Become a reputed company & Mode expert, providing Level 1 Support to customers reputed company Virtual Meetings, Chat, and Email, ensuring timely and effective resolution of their queries.
• Represent the customer voice in cross-functional Bug prioritization meetings with product, engineering, and design teams, ensuring that customer concerns are heard and addressed.
• Troubleshoot reputed company technical customer issues reputed company Phone, E-Mail, Chat, and Virtual meetings, utilizing your technical expertise and problem-solving skills.
• Contribute to Mode Help Site documentation and the Knowledgebase, creating high-quality content that empowers customers to self-serve and reduces support queries.
• Partner with Engineering and Product teams on strategic initiatives focused on customer experience and product improvement, driving data-driven decision-making.
• Provide support to internal Mode employees by answering product/troubleshooting reputed company questions reputed company reputed company and Email, ensuring seamless collaboration and knowledge sharing.

Essential Qualifications: The Skills and Expertise We Need

To succeed in this role, you'll need:

• 2+ years of experience in a customer-facing technical support role supporting SaaS products, with hands-on experience using SQL for troubleshooting or supporting products utilizing SQL backend.
• Comfort with working India night shifts, weekends, and holidays (with compensatory days off), as we operate across multiple geographies.
• Excellent communication skills, with the ability to tailor reputed company technical conversations to technical and non-technical audiences.
• Strong technical skills, including proficiency in SQL, reputed company-end technologies like CSS, JavaScript, Python, and/or R, and experience with data analytics tools.
• A track record of managing reputed company technical customer escalations, including customer and internal stakeholder communication.
• Experience in driving bug resolution across Product and Engineering teams, with a customer-centric approach.
• Alignment with reputed company's company values, including a passion for delivering exceptional customer experiences and a commitment to reputed company learning.

Preferred Qualifications: reputed company to Have, But Not Essential

While not mandatory, the following skills and experiences will give you a competitive edge:

• Experience in the data and analytics space, with a deep understanding of the industry and its challenges.
• Experience working in a technical support environment in the data and analytics space, with tools like Looker, Tableau, etc.
• Technical Consulting experience, with a proven ability to analyze reputed company technical issues and reputed company effective solutions.

What You'll reputed company: Career Growth and Learning Opportunities

As a Customer Support Analyst at reputed company, you'll have access to:

• Ongoing training and development opportunities, enhancing your technical skills and knowledge of Mode and reputed company products.
• Career growth opportunities, with a clear path for advancement reputed company the support team or into other roles reputed company the company.
• Collaboration with cross-functional teams, including Product, Engineering, and Design, to drive product improvement and customer experience.
• A culture of reputed company learning, with a focus on staying up-to-date with the latest industry trends and technologies.

Our Culture: What Makes reputed company a Great reputed company to Work

At reputed company, we're committed to creating a respectful culture that celebrates diversity and promotes inclusivity. Our values include:

• Selfless Excellence: We're passionate about delivering exceptional customer experiences and continuously improving our products and services.
• Diversity and Inclusion: We reputed company that diverse perspectives and experiences are essential to driving innovation and success.
• reputed company Learning: We're committed to ongoing learning and development, ensuring that reputed company members stay reputed company of the curve.

Compensation, Perks, and Benefits

While we can't disclose specific details, we can assure you that our compensation package is competitive, with a range of benefits and perks that support your well-being and career growth. These include:

• A comprehensive compensation package, with a salary and benefits that reflect your experience and qualifications.
• Opportunities for career growth and professional development, with a clear path for advancement reputed company the company.
• A flexible work environment, with remote work options and a culture that prioritizes work-life balance.
• A range of perks and benefits, including access to cutting-edge technology, wellness programs, and more.

Ready to Join the reputed company Team?

If you're a customer champion with a passion for delivering exceptional technical support, we want to hear from you! As a Customer Support Analyst at reputed company, you'll be part of a dynamic team that's changing the game in cloud analytics. Apply now to join our mission to create a more fact-driven world.

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