Analyst- Customer Support

As a Customer Support Process Analyst, you will be responsible for diving deep into customer support processes, conducting Root Cause Analysis, identifying causes, and formulating solutions to improve processes. Your key responsibilities will include: - Conducting Root Cause Analysis (RCA) and implementing solutions such as process changes and new process implementations - Monitoring customer support processes including buyer communications, feedback, cancellation, and return requests - Implementing tracking systems to analyze customer engagement metrics like First Response Time (FRT) and Resolution Turnaround Time (TAT) - Attaining and maintaining healthy customer experience metrics - Taking the lead in change implementation and management You should possess a good command of Excel, Google Sheets, Powerbi, and CRM tools, along with a strong interest in learning new applications. Additionally, you should have hands-on experience in prompt engineering and be able to derive insights from structured and unstructured datasets. Your empathy, customer obsession, ability to set up processes, and dedication to delivering high standards of customer service will set you apart in this role. Working at our fast-growing consumer durable brand, you will be part of a dynamic and diverse team, tackling challenges in a fast-paced environment. You can expect a competitive salary and benefits package, along with the opportunity to work with individuals from various cultural and functional backgrounds. Experience: 1-3 Years Job Type: Full-time Work Location: In person,