Technical Support Quality And Experience Analyst

TL;DR

Technical Support Quality And Experience Analyst: Reviewing SLAs, monitoring CSAT, conducting quality feedback scoring, and identifying trends in quality data for a Digital Adoption Platform with an accent on improving overall customer experience and support processes. Focus on data analysis to identify knowledge gaps, coordinate training, and collaborate with product/R&D for continuous improvement.

Location: Hybrid work arrangement in Raleigh or Austin, USA

Salary: $75,000–$85,000 OTE

Company

hirify.global, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable businesses to fully harness technology, maximizing digital assets and driving successful digital transformation.

What you will do

• Conduct SLA and case reviews, providing detailed reports.
• Monitor CSAT results, identify actionable feedback, and conduct quality feedback scoring.
• Analyze quality feedback data for trends and recommend improvements.
• Maintain internal documentation and help implement support process enhancements.
• Collaborate with product and R&D teams using ticket data.
• Coordinate support team trainings based on identified knowledge gaps.
• Provide customer escalation oversight for accounts.

Requirements

• 5+ years working in a customer-facing technical, data analyst, or operations role.
• Strong analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information.
• Proficiency in using databases and software like SQL, Oracle, and Python.
• Familiarity with data visualization tools such as Tableau, Power BI, or Excel.
• Proven ability to manage multiple projects in a fast-paced environment.
• English: B2 required.
• Work in a hybrid model based in Raleigh or Austin, USA.

Culture & Benefits

• Dedicated to diversity, equity, and inclusion through inclusive programs and initiatives.
• Hybrid work schedule combining benefits of remote work and onsite collaboration.
• Supportive culture that focuses on celebrating what makes us unique and creating space for community.
• Opportunities for professional development and continuous learning through career compass offering.
• Wellness@hirify.global benefits including quarterly wellness reimbursements, daily BrightBreaks, and annual Wellness Month.
• Health coverage options and a generous annual leave policy tailored to regional standards.
• Robust retirement contributions, specific offerings available by region.