Business Analyst

The business analyst mainly handles customer inquiries via email. Particularly answer questions, solve problems, provide information on web products and services. The role will also ensure customers get the help need, when they need it. You’re not just answering emails and inquiries. The goal is to build relationships and enhancing process improvements.

Duties and Responsibilities

·       Respond to customer inquiries via email in timely and professional manner

·       Identify user needs and provide accurate, valid, and complete information.

·       Track and follow-up on all customer requests to ensure high level of customer satisfaction.

·       Work closely with other departments to resolve issues and improve customer support strategies.

·       Develop and uphold best practices with respect to change management, documentation and data protocols

·       Perform and drive internal analytics to continuously refine how we operate.

QUALIFICATIONS

Education:

§  Bachelor’s degree in Mathematics, Computer Science, Computer Engineering, Statistics, Economics or other related technical field

Working Experience:

§  Strong customer focus, ability to review customer needs and translate customer requirements into technical system specifications required, Strong business acumen, Excellent interpersonal skills with a demonstrated ability to work in a cross functional team environment required.

Business Understanding:

§  The Analyst will deliver solution that meet end to end requirements of the customers, Troubleshooting and delegation of customer support issues to different POCs, Analytical mind with problem-solving aptitude, Experience in improving reporting process to increase efficiency, Ability to learn new concepts and tools

Others (e.g. language skills, technical skills):

§  Practical application of MS Office (Word, Excel, PPT, Outlook)

§  Knowledge on using MS Teams, Sharepoint

§  Proficiency in BI Platforms (Tableau and others is a plus)

§  Consciously adopts best practices and applies performance tuning

§  Strong problem solver, able to investigate and resolve issues independently

§  Analytical and independent problem solver. Meticulous with high attention to detail

§  Strong communication with ability to talk through data/technical details and business/stakeholder details.   

§  Work in a cross functional environment with various business groups, IT and end users to identify, document, and communicate business processes.