We are seeking a Senior Data Analyst to enhance our team.
In this role, you will play a key part in providing exceptional support for our clients. You will leverage your expertise in data analysis and technical troubleshooting to ensure customer satisfaction and timely resolutions.
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Responsibilities
- Respond to customer support queries through phone, email, and chat
- Diagnose and resolve issues while tracking progress according to defined service level objectives
- Maintain high customer satisfaction scores by adhering to quality standards
- Utilize troubleshooting tools to identify root causes and provide assessments
- Document internal classification queries for future analysis and preventative actions
- File issue reports to Customer engineers and help document desired behaviors
- Assist engineers with complex product bugs and drive them to resolution
- Manage community tasks as required by the business
- Address customer-specific requirements in architectural design solutions
- Follow escalation procedures for operational issues
- Communicate effectively with the business regarding operational issues
Requirements
- 3 years of experience in support projects or 24x7 environments
- Advanced English proficiency at B2+/C1 level
- Background in customer service and customer experience
- Strong ability to communicate technical content in a structured way
- Experience collaborating with global teams
- 2 years of experience in projects requiring significant data processing
- Familiarity with at least one Big Data technology such as Hadoop or MapReduce
- Understanding of distributed computing principles
- Proficiency in at least one programming language like Java or Python
- Capability to troubleshoot and resolve complex technical issues
- Knowledge of cloud environments
We offer
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM´s Privacy Notice and Policy.
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