Knowledge & Insights Analyst (Data Analytics)

TL;DR

Knowledge & Insights Analyst (Data Analytics): Developing and optimizing self-service support content and tools using data-driven insights to enhance the customer and dealer experience. Focus on analyzing performance metrics, optimizing search discoverability, and conducting root cause analysis on customer pain points.

Location: Must be based in Kosice, Slovakia

Salary: €3,000+ / month gross

Company

The digital and technology arm of hirify.global Inc., leveraging AI and advanced analytics to build industry-leading digital solutions for heavy machinery.

What you will do

• Research, develop, and maintain public-facing self-service support content in collaboration with SMEs.
• Analyze search performance and optimize results to improve content discoverability.
• Conduct root cause analysis on customer pain points, search failures, and support case drivers.
• Monitor dashboards and performance metrics to deliver regular insights and summaries to stakeholders.
• Manage content approval processes with Brand and Legal teams and coordinate global translation requests.
• Identify and implement process improvements to enhance operational efficiency and user interface design.

Requirements

• Near-native English language fluency (C2) is required.
• Experience in contact center operations, knowledge management, or customer support environments.
• Proficiency in reporting and analytics tools such as Google Analytics or Power BI.
• Experience creating knowledge articles, training materials, or technical support documentation.
• Familiarity with contact center technologies like Salesforce or Microsoft Dynamics 365.
• Must be located in Kosice, Slovakia.

Nice to have

• Strong analytical skills with the ability to interpret complex data sets.
• Understanding of Business Process Outsourcing (BPO) or client services environments.
• Advanced proficiency in Microsoft Office applications.

Culture & Benefits

• Competitive compensation starting from €3,000 gross per month.
• Annual cash incentive based on performance.
• Industry-leading pension plan and attractive life insurance.
• 5 additional vacation days above the legal requirement.
• Multisport card and one dedicated volunteering day per year.