Position: Customer Support Analyst
Company: Pragmatic Play
Category: Support
Experience required: 3y
English level: upper
Published: 2022-01-01T00:00:00+02:00

Responsibilities:  

- A customer support analyst collects and analyzes customer data.  
Job duties include executing research strategies to improve productivity and customer satisfaction.  
- Customer support analysts monitor and analyze the performance of customer support services.  
- They use the conclusions they draw from metrics analysis to identify the weak points of the service and advise management on ways to improve it. 
- As a customer support analyst, you will use data from customer reviews, surveys, and complaints to create strategies to improve the efficiency of the service.  
- You will be a member of the customer service department and report to management on the results of your research. 
- Although your job is primarily to analyze the work of customer support agents, your customer service skills also need to be spot on.  
- This means outstanding communication skills, more than anything else, and an ability to stay present and calm under stressful circumstances. 

Everyday activities:  

- Provide advisory services on online functionality, business logic, etc. 
- Carry out remote meetings with customers on technical issues. 
- SLA performance.  

Professional skills: 

- Experience in managing corporate customer relations.
- Understanding of Service Desk principles.
- Knowledge of basic SQL- queries design (simple queries, Joins, nested queries) — mandatory.
- Strong analytical skills.
- Excellent communication skills (both written and spoken).

Company offers: 

- Competitive salary level.
- Comfortable working conditions.
- Paid vacation and sick leaves.
- Free English lessons.
- Medical insurance.
- Corporate events and celebrations.
- Opportunities for development and growth within the company. 
Free tea, coffee, snacks.