Data Analyst – Customer Support

Nysonian is seeking a skilled Data Analyst to join our Customer Support team in Islamabad. This full-time, in-person role operates from 6 pm to 2 am PKT and focuses on delivering reliable reporting, insightful dashboards, and actionable analysis to enhance customer support operations. The ideal candidate will work with complex datasets to monitor performance, identify operational challenges, and recommend improvements that boost customer experience and team efficiency. Attention to detail, strong analytical judgment, and the ability to manage shifting priorities in a fast-paced environment are essential.

Key Responsibilities
- Translate business questions from Customer Support stakeholders into clear analytical requirements, metric definitions, and reporting deliverables.
- Extract, clean, combine, and analyze large datasets from various support systems, databases, and spreadsheets.
- Build and maintain dashboards using visualization tools such as Power BI, Tableau, or Looker Studio.
- Monitor key support metrics including ticket volume, backlog, first response time, resolution time, SLA compliance, reopen rate, CSAT, and agent productivity.
- Analyze customer complaints, repeat contacts, returns, refunds, retention outcomes, and chargeback reasons to identify trends and improvement opportunities.
- Evaluate human and AI support performance, considering case complexity, communication channels, and workload.
- Investigate discrepancies between reports and source data, document root causes, and coordinate with relevant teams for corrections.
- Automate recurring reports and data preparation tasks to improve efficiency and consistency.
- Perform data quality checks for missing records, duplicates, inconsistent identifiers, date issues, and calculation errors, presenting findings with clear recommendations.
- Maintain thorough documentation of reporting logic, business definitions, assumptions, and limitations.
- Handle customer and business information responsibly, adhering to company data access policies.

Required Qualifications
- Minimum of 2 years of relevant professional experience in data analytics, business intelligence, or operational reporting (internships and academic projects should be listed separately).
- Bachelor’s degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Business Analytics, or a related analytical field.
- Minimum CGPA of 3.2 out of 4.0 or equivalent in the most recent degree.
- Strong practical SQL skills, including joins, aggregations, CTEs, window functions, and date-based analysis.
- Hands-on experience working with large datasets, including querying, cleaning, combining, and validating data efficiently.
- Proficiency in at least one visualization tool such as Power BI, Tableau, or Looker Studio.
- Working knowledge of Python, particularly pandas, for data preparation, analysis, and automation.
- Advanced Excel or Google Sheets skills, including pivot tables, lookup formulas, data validation, and reconciliation.
- Ability to select appropriate analytical methods, calculate rates and averages accurately, and distinguish meaningful changes from misleading comparisons.
- Strong problem-solving skills with the ability to investigate issues beyond surface-level metrics.
- Capability to manage multiple requests, reprioritize quickly, communicate timelines clearly, and maintain accuracy under tight deadlines.
- Ability to work independently with incomplete requirements while clarifying key assumptions.
- Clear written and verbal communication skills.

Preferred Qualifications and Benefits
- Experience in Customer Support, customer experience, contact center, or e-commerce analytics.
- Familiarity with ticket-level, customer-level, order-level, or interaction-level data analysis.
- Knowledge of CRM or helpdesk platforms and support workflows.
- Exposure to PostgreSQL, MongoDB, APIs, or JSON data formats.
- Experience with cohort analysis, customer retention, refunds, returns, or chargebacks.
- Skills in optimizing slow queries and handling datasets too large for standard spreadsheets.

Why You’ll Love Working at Nysonian
We are a founder-led company that values speed, direct communication, and clear accountability. Our culture encourages thoughtful innovation and ownership, supported by tools and management practices that enable employees to excel. Our products reach customers worldwide, and AI is embedded in how we work and scale. Senior leaders focus on creating structure, making decisions, and staying close to execution.

We offer competitive pay with meaningful performance-based advancement opportunities. Employees gain ownership of strategy, systems, execution, and team development within their functions. There is significant scope for growth tied to performance, role expansion, and measurable business impact.

Nysonian is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, gender, marital status, national origin, genetics, disability, age, veteran status, or other protected characteristics.