Customer Support Data Analyst at Zoom Video Communications
Responsibilities for Data Analyst
Own data analysis and visualization, and communicate the outcomes/insights to various stakeholders to aid strategic decisions for improvements in customer support experience
Ability to conceptualize business issues or opportunities, formulate hypotheses and goals, define KPIs and make appropriate recommendations
Identify automation opportunities to drive scalability, improve efficiency and productivity of a global team.
Perform a variety of exploratory analyses that help us understand the quality and performance of our support delivery to identify areas for improvement and optimization
Develop analytical frameworks to support decision making
Build, maintain, and communicate detailed reporting & models
Monitor data to identify changes in financial and business trends
Qualifications for Data Analyst
3+ years experience with Tableau or with analytical tools supporting data analysis and reporting
Experience in using relational databases for SQL queries, database definition and schema design
1-3 years of advanced data reporting, data visualization, and executive dashboard creation
BA/BS in Mathematics, Engineering, Finance or related field required
Experience using large datasets
Experience working in a support environment (contact center analytics)
High-growth analytics or operations experience
Experience working with Zendesk Dashboards preferred
Excellent analytical and problem-solving skills – able to think through issues and provide alternate solutions, which are well-thought-out
Exceptional Excel/Google Sheets & data management experience
Exceptional communication and organization skills
Experience focusing on delivering actionable insights to stakeholders and/or customers
Colorado Salary Range or On Target Earnings:
Maximum :$181,170.00 USD
In addition to the base salary and/or OTE listed, Zoom has a Total Direct Compensation philosophy that takes into consideration base salary, bonus and equity value. Information about Zoom’s benefits is here. Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. We also have a location based compensation structure; there may be a different range for candidates in other locations.
Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
All your information will be kept confidential according to EEO guidelines.
Given Zoom’s status as a federal contractor, we are subject to President Biden’s Executive Order requiring COVID-19 vaccinations for all US employees. As such, Zoom requires all US employees, including remote employees, to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.
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