Customer Support Reporting Analyst

We provide the global commerce tools people need to build businesses, accept payments, and enable commerce for their users. It’s the simplest way to get paid for your great ideas -- across any device, and through almost any payment method. Merchants in more than 40 countries worldwide can accept, split, and enable payments in more than 130 currencies using Braintree.

If you're passionate about innovating the customer experience through data and reporting, then we want to hear from you. As the Customer Support Reporting Analyst you will help to develop and implement interesting and useful reports. Experience working with Excel, IVR/ACD phone systems, Customer Relationship Management (CRM) ticketing tools, and other systems is critical. We're looking for a highly organized go-getter who wants to provide great information in order to improve our business. Day-to-day roles include meeting with teams to understand reporting needs, building reports, and producing daily reports which ultimately will help our amazing teammates be successful as they delight our customers.

* Create and generate reports necessary to track, trend, and analyze all department KPI's * Ensures the accuracy and distribution compliance of call center reporting * Work with the Data Team to create and manage reporting dashboards * Perform Ticketing system, CRM and phone system data mining, reporting, and administration * Develop standard productivity metrics to measure all aspects of our Support center * Construct balanced agent feedback metrics to measure teammate success and progress * Prepares, analyzes and provides reports and information * Update / distribute daily operations report * Development of reporting tools to support business requirements * Create dashboard reports using Looker reporting software * Communicate / present data to all levels of management * Maintain and manage databases, spreadsheets, and reports pertaining to KPI performance reports, staffing, and other key operational success factors and metrics * Identify trends and make recommendations to improve * Track and analyze call flows, call patterns, service levels and abandon rates * Provides actionable data to supervisors * Provides feedback regarding trends to specialists, supervisors, and managers * Participate in monitoring Zendesk, Five9 and other internal tools

* Must be a self-starter * Knowledge of SQL a plus * 2+ years and Intermediate to expert knowledge of Excel required * 1+ years working with IVR / ACD phone systems (i.e. Five9.com) * Working with CRM ticketing systems a plus (i.e. Zendesk) * Bachelor’s degree or equivalent work experience * Have a keen interest in technology * Flexibility with work hours generally starting work at 7:00 AM each day * Some on call weekends, holidays, and nights will be required * Experience in call center processes and workflow preferred