Business Analyst / Sr. Technical Support Consultant - Marketplace

This position is for a FORTUNE 100 Client, based in NOIDA.

Excellent English written and Oral communication skills are must.

Job Title:

About the Role:

Key Responsibilities:

• Manage and resolve email-based support queries from Marketplace customers in a timely and professional manner.
• Analyse transactional and operational data to identify trends, opportunities, and areas for improvement.
• Design, maintain, and optimize dashboards and reports in

  Power BI

  for internal teams and leadership.
• Translate data insights into clear, actionable recommendations to improve customer experience and operational efficiency.
• Collaborate with cross-functional teams (Product, Engineering, Sales) to troubleshoot and escalate complex issues.
• Ensure adherence to support processes, SLAs, and quality standards.
• Provide mentorship and guidance to junior team members on technical and analytical tasks.

Preferred Skills & Experience:

• Bachelors degree in computer science, IT, Data Analytics, or a related field.
• Proven experience in

  technical support

  , preferably in Marketplace, e-commerce, or SaaS environments.
• Strong

  analytical and problem-solving skills

  ; ability to interpret complex data and provide insights.
• Proficiency in

  Power BI

  for dashboards and reporting.
• Experience with

  Excel, SQL, or other data analysis tools

  is highly desirable.
• Excellent

  communication skills

  ability to convey technical information clearly to non-technical stakeholders.
• Strong organizational skills, with the ability to manage multiple tasks and priorities.

Preferred Qualifications:

• Experience in customer support email management tools CRMs.
• Experience in managing complex or escalated customer issues and providing effective resolutions.
• Familiarity with scripting or automation tools for data handling.

Why Join Us:

• Be part of a dynamic Marketplace support team focused on delivering exceptional customer experiences.
• Opportunity to work with data-driven insights to influence operational strategies.
• Exposure to cross-functional projects and advanced data visualization techniques.