📢 Introducing the new experience of Neopay. learn more

Roles & Responsibilities:

  • Timely resolution of customer queries to enhance their overall experience.
  • Handling customer inquiries through email, chat, and phone, including those from the internal Business Team.
  • Adhering to Customer Support guidelines to ensure accurate query resolution.
  • Maintaining a quick turnaround time (TAT) in line with the Service Level Agreement (SLA) for the process.

Required Skills:

  • A minimum of 2-6 years of relevant experience in Customer Support, with a preference for candidates from the fintech sector.
  • Proficiency in both verbal and written English.
  • Candidates with previous experience using Intercom, Front, Freshdesk, or any Customer Support CRM platform will be given preference.
  • A process-oriented, proactive, and results-driven individual.
  • Strong interpersonal skills, enabling a clear understanding of the merchant’s needs for effective issue resolution.
  • A quick learner with an analytical mindset to grasp the intricacies of back-end operations and fintech products.

Your Opportunity:

  • Participate in the analysis of requirements, contribute to the design and implementation of innovative data products.
  • Collaborate with various stakeholders, including sales, marketing, and engineering, to gather requirements and develop data products.
  • Explore and adopt the latest technologies to enhance our reporting systems and dashboards.
  • Identify areas where recurring tasks can be automated to improve efficiency.
  • Foster a culture of continuous improvement and optimization in our query systems and dashboard development.
  • Establish processes to ensure quality checks are integrated into all our dashboards and data products.
  • Provide guidance and leadership to a team of data analysts.
  • Take the initiative to develop and maintain best practices within the data engineering department.

Required Skills/Experience:

  • Possess at least 5 years of strong experience in SQL, BI tools, and demonstrate strong analytical skills. Hold a Bachelor’s or Master’s degree in a relevant discipline.
  • Exhibit a solid grasp of logical and analytical concepts related to databases, schemas, and dimensional modeling.
  • Have experience with BI tools such as Power BI, Tableau, Quicksight, Kibana, etc.
  • Pay meticulous attention to detail and maintain a strong focus on data quality.
  • Possess excellent written and verbal communication skills.
  • Capable of mentoring a team and driving analytical initiatives.
  • Show a commitment to identifying and automating repetitive tasks with rigor.
  • Optional: Understanding of the e-commerce/online payments business.
  • Optional: Experience in handling, retrieving, and querying data at scale.

Who You Are:

  • You possess an attitude that enables you to find solutions even in complex situations.
  • Your communication skills are excellent and effective.
  • You are hands-on and keep abreast of the latest technologies.
  • Your deep analytical capabilities and influence earn the respect of your team.

Job Responsibilities:

  1. Gather requirements for new reports and enhance existing reports, ensuring that they meet end-user expectations by interpreting their needs and designing the reports accordingly.
  2. Extract data from various sources, including databases, Salesforce, and static repositories, and perform in-depth data analysis using statistical techniques to develop solutions that enhance customer experience, guide business decision-making, and improve product offerings.
  3. Create informative dashboards that capture essential operational metrics, articulate results, and provide actionable business recommendations in a written format.
  4. Identify factors and causes related to business problems and implement innovative approaches for forecasting and prediction.

Required Qualifications and Experience:

  1. A Bachelor’s degree (B.E./B.Tech) in Computer Science, Mathematics, Statistics, Economics, or another quantitative field.
  2. Minimum of 2 years of experience in data science or analytics roles.
  3. Proficiency in Advanced SQL, with 2-3 years of experience in this domain.
  4. Strong skills in SQL programming and Python.
  5. Experience using machine learning algorithms such as Regression, Cluster analysis, Random Forest, PCA, or Decision Trees.
  6. Familiarity with visualization tools like Tableau, Power BI, Quicksight, or Looker Studio is a valuable asset.
  7. A proven track record of delivering substantial analytical solutions that have a positive impact on business outcomes.
  8. Demonstrated ability to work with extensive, disparate datasets, manipulating, processing, and extracting valuable insights.
  9. Strong problem-solving skills and a genuine passion for working with data.
  10. Exceptional communication and data presentation abilities.
  11. Previous experience in B2B SaaS or Fintech is a desirable qualification.
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