Work setup: Remote

Schedule: TBD

Equipment: Company provided

What does a day in the life as a Sr. Data Processing Analyst look like?

• Escalations
  • Support the resolution of queries related to indirect team members. You’ll work closely with the Revenue team, but may also support other stakeholder group queries when necessary.
  • Additionally, support with resolving benefits-related questions for our team members by coordinating with vendors or other internal teams.
  • Help gather information and connect with the right internal and external partners to move issues forward.
  • Join calls with EORs, internal stakeholders, and customers as required.
  • Build effective working relationships with our EOR partners by communicating clearly.
  • Take initiative to clarify missing information or next steps and follow up as needed to ensure progress.
  • Learn and apply structured approaches to issue resolution, with support from more senior team members when needed.
  • Stay detail-oriented and solution-focused in your work.
  • Help investigate and understand the root of issues, escalating thoughtfully and documenting clearly.
  • Communicate progress clearly and keep stakeholders informed.
  • There’s also scope & opportunity to support HR queries.
• Content and Knowledge
  • Help gather and document accurate, country-specific content from EOR partners to draft country-specific information on a wide range of topics in our team format.
  • Build out content to assist with ticket deflection and reduce the likelihood of miscommunication leading to escalation.
  • Maintain and update databases with a high attention to detail.
  • As needs arise, collaborate with colleagues to provide internal teams with training (or other methods of increasing their knowledge) on role-related topics.
  • Participate in occasional training or knowledge-sharing sessions to help internal teams understand processes.
• Efficiency
  • In collaboration with the Lead EOR Operations Manager, review ticket trends related to EOR partners to help identify opportunities to improve efficiency (e.g. refining processes, content, or training). Use your exposure to multiple countries to anticipate common questions and support efforts to speed up resolution.
  • In collaboration with the Benefits Manager, review trends in benefits-related escalations to help surface opportunities for improving efficiency (e.g. refining processes, content, or training). Use your hands-on experience to anticipate common questions and support faster resolution.
• Vendor Relationships
  • Partnering with both the Lead EOR Operations Manager and the Benefits Manager, as well as the Vendor Management team, continues to build on the relationships established with our vendors and partners to build trust and ensure continued collaborative ways of working.
  • Cultivate strong, productive, and performance-focused relationships with EOR partners.
• Projects
  • Contribute to or lead role-specific and cross-functional projects to improve how we support our internal and external stakeholders

What are the required qualifications for a Sr. Data Processing Analyst?

• Experience in HR, Operations, Customer Support, or a related field.
• Familiarity with global employment or EORs
• Proficient in a range of tools including Zendesk (ticketing system), Asana (project management), Slack for team collaboration, and the Google Workspace
• You are reliable, consistent, and take initiative, stay on top of your tasks, and follow through without needing reminders.
• Strong written and verbal communication skills with the ability to explain topics clearly & concisely (make the complex simple).
• You’re a thoughtful and collaborative partner to stakeholders, with a commercial mindset; always considering the impact on revenue, customer experience, and internal efficiency.
• You’re a proactive problem-solver with a strong sense of ownership. You anticipate issues before they arise and seek solutions independently. This includes the ability to resolve complex matters with 3rd party vendors.
• Highly organized, with attention to detail and the ability to manage multiple tasks.
• Collaborative team player who is open to feedback and coaching.
• Customer and team member first attitude in everything you do.

Ninja Perks and Benefits

• Remote setup
• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee referral program

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/c5BJeo7sRBf-8hhfvp-nS

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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