Data Analyst - Table View
NMI
We are recruiting for a talented SaaS Support Data Analyst to provide a first-class service to our customers who are using our IRIS CRM product. IRIS is an NMI company. Key Responsibilities: Acting as the subject matter expert within the IRIS Support team for handling tasks and requests pertaining to the Residuals module. Solving residual calculation tickets accurately through the use of Excel and IRIS CRM. Interacting with clients by phone, chat, and email that have questions pertaining to residual calculations, proof of concepts, and configuration updates. Creating new mathematical formulas and verifying existing formulas to ensure that residual income calculations are being reported correctly on client sites. Professionally and effectively answering questions about using and configuring IRIS software for clients' needs in a concise way while understanding clients may possess different levels of technical understanding. Logging software issues, bugs or inconsistencies that are reported by clients using JIRA and Zendesk tools. Creating visual mockups and written descriptions of suggestions for the development related but not limited to the Residuals functionality. Training and coaching new clients on the richness of IRIS features to ensure maximum adaptability and stickiness. Creating and analyzing internal reports pertaining to Employer's billing, revenue KPIs, client pricing adjustments and general reporting as requested by management or the support team. Taking interest in and educating yourself about the payments industry to be able to provide the most accurate information. Collaborate with cross-functional teams with a focus on Sales and Partner Experience to define data needs and implement data-driven solutions. Communicate findings effectively to both technical and non-technical stakeholders. Assist in conducting ad-hoc analyses and data extraction when needed.
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