Business Data Analyst
Madrid
RYZ Labs – Operations /
Full Time - Contract /
Remote
Remote position within Spain. Central Europe Schedule.
RYZ is looking for a Business Data Analyst with Customer Support experience to work with one of our partners. You will be responsible for providing exceptional support to our client's users through our Zendesk support platform. You will be the front line in ensuring our clients receive timely and effective assistance, troubleshooting issues, and providing guidance on utilizing our workforce analytics platform effectively.
Responsibilities
- Reporting to the Customer Success Manager, monitor and respond to customer inquiries and support tickets submitted through Zendesk in a timely and professional manner.
- Troubleshoot and resolve technical issues related to Aura's platform, leveraging your knowledge of the product and its features.
- Communicate clearly and effectively with customers, providing step-by-step instructions and guidance to resolve their queries.
- Collaborate with the Customer Success team and other internal stakeholders to escalate and resolve complex issues when necessary; develop systematic knowledge to minimize escalations over time.
- Continuously update and maintain comprehensive knowledge base articles and documentation to assist customers in self-service support.
- Identify recurring issues and provide feedback to the product team to improve the overall user experience.
- Where appropriate, serve as liaison between customers and the engineering team, effectively communicating technical issues and prioritizing bug resolution based on severity and customer impact. Ensure a swift and accurate bug reporting process that contributes to the overall enhancement of the customer experience.
- Maintain accurate records of customer interactions and issues in Zendesk for reporting and analysis purposes.
- Participate in training and development activities to stay up-to-date with product updates and best practices in customer support.
Qualifications
- Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, Business Administration) or equivalent experience.
- Minimum of 2 years of experience in a customer support or technical support role, preferably with data-driven products serving highly sophisticated users (e.g. financial services analysts, engineers, etc.).
- Strong proficiency in using Zendesk or similar customer support platforms.
- Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly and concisely. Additional languages such as Spanish or Portuguese are a plus, but not required.
- Proficient in SQL and comfortable with data analysis tools and techniques.
- Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve issues efficiently.
- Ability to work independently and manage multiple tasks and priorities effectively.
- Willingness to work flexible hours, as required, to provide timely support to customers.
About RYZ Labs:
RYZ Labs is a startup studio built in 2021 by two lifelong entrepreneurs. The founders of RYZ have worked at some of the world's largest tech companies and some of the most iconic consumer brands. They have lived and worked in Argentina for many years and have decades of experience in Latam. What brought them together is the passion for the early phases of company creation and the idea of attracting the brightest talents in order to build industry-defining companies in a post-pandemic world.
Our teams are remote and distributed throughout the US and Latam. They use the latest cutting edge technologies in cloud computing to create applications that are scalable and resilient. We aim to provide diverse product solutions for different industries, planning to build a large number of startups in the upcoming years.
At RYZ, you will find yourself working with autonomy and efficiency, owning every step of your development. We provide an environment of opportunities, learning, growth, expansion and challenging projects. You will deepen your experience while sharing and learning from a team of great professionals and specialists.
Our values and what to expect:
- Customer First Mentality - every decision we make should be made through the lens of the customer.
- Bias for Action - urgency is critical, expect that the timeline to get something done is accelerated.
- Ownership - step up if you see an opportunity to help, even if not your core responsibility. Humility and Respect - be willing to learn, be vulnerable, and treat everyone that interacts with RYZ with respect.
- Frugality - being frugal and cost conscious helps us do more with less.
- Deliver Impact - get things done in the most efficient way.
- Raise our Standards - always be looking to improve our processes, our team, our expectations. Status quo is not good enough and never should be.
