Data Analyst

Data Analyst – Lead I, Data Science UST is searching for a data driven professional with 3-6 years of experience in support operations, analytics, or customer experience roles who can analyze support and vendor data, identify patterns, and proactively predict issues before they impact customers. Responsibilities Analyze support and vendor data to identify trends, anomalies, and root causes. Move from descriptive reporting to predictive insights (e.g., volume spikes, CSAT drops). Build Excel‑based reports, dashboards, and SLA scorecards. Ensure accurate ticket triage, tagging, and SLA tracking across support channels. Create and maintain structured knowledge base (KB) documentation using KCS practices. Use AI tools to draft, refine, and personalize customer responses and documentation. Collaborate with product and operational teams to proactively surface risks and recommendations. Required Qualifications and Skills 6 years of relevant experience. Analytics and data expertise. Strong analytical skills with the ability to distinguish correlation vs. causation. Experience analyzing support/customer data and identifying actionable patterns. Advanced Excel: Pivot Tables, filters, VLOOKUP, XLOOKUP, Power Query, macros. CRM & Support Operations: experience with Zendesk, Salesforce Service Cloud, Freshdesk or similar; understanding of ticket lifecycle, routing, and SLAs; comfortable engaging customers over chat, email, or calls. Strong written communication skills and ability to document step‑by‑step troubleshooting and support procedures. AI Literacy: experience using AI tools (ChatGPT, Gemini, etc.) to draft responses or documents; ability to review AI output for accuracy, tone, and completeness; prompt engineering and output evaluation skills. Nice to Have Skills Advanced analytics and automation: predicting support volume spikes and operational risks. CRM & workflow automation: setting up CRM workflows, triggers, or automation; using CRM data to influence business or product decisions. Tools and platforms: Airtable (relational data modeling, Builder certification), Google Sheets automations and cross‑functional collaboration workflows. Writing & knowledge management: KCS certification, brand voice consistency, anticipating edge cases beyond standard support flows. Compensation & Location Role Location: California. Compensation Range: $86,000 – $129,000 per year. Benefits Full‑time, regular employees accrue a minimum of 10 days of paid vacation per year, 6 days of paid sick leave each year, 10 paid holidays, and are eligible for paid bereavement leave and jury duty. Employees may participate in the Company’s 401(k) Retirement Plan with employer matching. Medical, dental, and vision insurance, basic life insurance, accidental death and disability insurance, short‑ and long‑term disability benefits, and optional voluntary short‑term disability, HSA, and FSA are provided as applicable. Part‑time and temporary employees receive proportionate sick leave and participation in the 401(k) plan, with appropriate insurance coverage. Equal Employment Opportunity Statement UST is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. UST reserves the right to periodically redefine roles and responsibilities based on organizational needs and performance. #J-18808-Ljbffr