Customer success / Data analyst
We are looking for a data savvy customer support representative / data analyst to provide best-in-class support for our rapidly growing SaaS app.
About the company
Better Reports is a data analysis & reporting SaaS app, trusted by over 1,000 customers and growing. We are on a mission to provide the best tool for analyzing data from popular apps and APIs.
Our app is currently available on the Shopify platform and we are expanding to other platforms (Stripe, Quickbooks Online, Xero, etc...) within the next few months.
Find out more about the app: https://apps.shopify.com/betterreports
About the job
The majority of your time will be spent answering queries from customers through our HelpScout ticket system, including:
-Requests to create custom reports and custom formulas, via our report designer tool.
-Investigating and explaining report results
-Requests about features, capabilities and pricing of the app.
On a less frequent basis you may be required to:
-Write documentation about various features of the app and / or internal procedures
-Recording videos/screencasts to document various aspects of the app and/or answer specific customer questions
-Jump on phone/video calls with customers to educate and walk through various features
-Excellent written and spoken English
Because you'll spend most of your time answering emails, your written English needs to be excellent. Correct grammar and spelling are a must. You should be able to write emails in a very clear and structured manner. Good spoken English is required as well as you will be recording videos and screencasts from time to time.
-Highly proficient with data analysis tools, such as Excel, SQL, Tableau, PowerBI, Google DataStudio or similar tool.
You don’t need to be a ninja in any particular tool, but you should love slicing and dicing data.
Much of your time will be spent creating custom reports and defining custom fields via powerful formulas. If you've never heard of SQL or have never written a complex Excel formula (or other tool), I'm afraid this job is not for you.
-Experience with e-commerce/accounting/financial systems is a plus. Most of our reports analyze sales transactions and other financial data. It would help if you were familiar with these areas.
Working in a remote environment is not for everyone.
-You should be comfortable working from home (or other remote environment), have a dedicated workspace, fast and reliable internet access, and have an up-to-date computer
-You should be self motivated, proactive and able to get things done with minimal supervision
-You are expected to be available and online during working hours
You are expected to over-communicate.
Your writing skills will be put into practice daily to communicate internally and externally.
To compensate for the lack of face to face interactions, you are expected to over communicate and send frequent emails about your progress, suggestions, issues, questions and more.
Compensation and working hours
Competitive pay. Negotiable based on skills and experience.
We can accommodate for either a part time or full time role but we are looking for a candidate looking to fill a long term position.
Ideally you could work during US working hours (when most customer requests come in) but this is not required.
At this time we are only able to provide employment status to those located in Australia. All other candidates will join our team as contractors and will be responsible for paying any taxes or applicable fees where they reside.
How to apply
Email email@example.com and provide us the following information:
-An overview of what you’ve been doing the last 3 years
-Why you're a good fit for this role
-Your resume and LinkedIn profile