Data Support Analyst

POSITION SUMMARY

You will work on the domain and process of generating, monitoring and delivering energy data to customers through Zendesk-based support operations. The role needs strong communication skills, analytical ability and the flexibility to work rotating and night shifts to support global customers across time zones.

ROLES & RESPONSIBILITIES

• Monitor, triage and resolve customer support tickets in Zendesk, ensuring timely and accurate responses
• Troubleshoot customer issues and escalations, verify data accuracy, and track and report on ticket trends
• Support onboarding and account setup for new and existing customers as needed
• Collaborate with team members and cross-functional teams to resolve dependencies and keep ticket resolution smooth
• Maintain and contribute to the knowledge base (KEDB/FAQs) for faster issue resolution

SKILLS REQUIRED

• Exceptionally good written and verbal communication skills (a key selection criterion)
• Proficiency in MS Excel (pivots, formulae, etc.)
• Strong attention to detail and analytical and troubleshooting ability
• Ability to work rotating shifts, including night shifts, for global coverage
• Good to have: Zendesk (ticket classification, triage and resolution workflows)
• Preferred: Data analysis experience in the finance, billing, payments or energy domain
• Added advantage: SQL-based tracking and reporting
• Experience: 0-2 Years

EDUCATIONAL QUALIFICATION

Only candidates with one of the following degrees will be considered:

• BSc or MSc in Computer Science
• BE or ME in Computer Engineering, Electrical Engineering or Electronics Engineering

WORK MODEL & SHIFTS

• Hybrid model with rotational shifts: Morning, Evening and Night, plus the General Shift
• General Shift: work from the office at Tidel Park, Taramani, Chennai
• Morning, Evening and Night Shifts: work from home
• Working days are Monday to Friday; Saturday and Sunday are off

COMPENSATION

• Bachelor's degree holders: 3.21 LPA CTC
• Master's degree holders: 3.56 LPA CTC
• Shift allowance: 300 per shift, over and above CTC
• Night shift allowance: 500 per night shift, over and above CTC