Product Support Analyst

Product Support Analyst

Please apply to: jobs@communitydataplatforms.com
and include the job title in the SUBJECT line of the email

About Community Data Platforms

Community Data Platforms believes communities get smarter and stronger by using evidence-based decision-making.  CDP supports this mission by building data platforms in communities across the country to help leaders and decision-makers answer their Pressing Questions.  

With a five-year goal of serving 100 communities, CDP believes it can support data-driven decision-making among governments, business, and nonprofits, leading to better outcomes among a range of critical community organizations.  Communities have pressing questions and CDP’s team and approach develops actionable insights and communicates them clearly by using advanced visualizations.  We believe a community data platform is an essential community service.

Working with Community Data Platforms

We’re looking for ambitious and resourceful people to join a rapidly growing start-up serving communities across the country. Benefits include: 

  • A culture of intellectual humility and a passion for understanding the world around us (we don’t care who’s right – we care what’s right!)
  • Working with driven and intellectually curious people who are experts in their fields
  • A close-knit team that is devoted to a common mission
  • The opportunity to be involved at the early stages of a start-up with enormous potential  
  • Being at the forefront of the big data wave and its application to community-based decision-making
  • Remote work – you set your own hours and complete your work on your own time – no micromanaging!

Duties and Responsibilities

Our ideal Product Support Analyst has experience coordinating customers’ technical issues and bug fixes with technical teams, especially in relation to data analytics development and implementation. This person is highly strategic and focused on improving CDP’s customer service through building trust in our products. 

Working across teams, he or she will look at customer responses and relationships and help make outcomes better. The right candidate has a teamwork attitude and is willing to roll up their sleeves and take on shared tasks to ensure completion.

As a member of the customer success team, a successful candidate will develop a deep understanding of the customer experience, create and own multiple key performance metrics, and advance CDP’s ability to expand the reach of its data platforms.

 He or she will be responsible for 

  • Serving as the go-to person for bugs and other technical issues
  • Meeting with customer success specialists around technical issues and needs
  • Providing technology support to community communications’ specialists surrounding CDP’s survey program
  • Testing products to ensure bug fixes and technical issues are thoroughly resolved
  • Communication with multiple teams and documentation

The Product Support Analyst will support CDP’s survey team specifically with 

  • Survey testing, review and quality analysis
  • Monitoring surveys 
  • Working with customer success specialists to gain intimate knowledge of customer experience, then coordinating with managers on a queue of improvements based on this knowledge
  • Internal delegation to the appropriate team member for bugs and technical issues
  • Explaining and resolving external technical issues with customers

This is a remote, part time or full time position. There is huge growth potential for the right candidate. CDP’s products have many moving parts. Therefore a successful candidate will be able to keep track of several small tasks, completing each on time and to high standards. Attention to detail is critical, while maintaining the larger picture of the company’s objectives. 

The proven ability to work collaboratively on diverse teams needs to be demonstrated in the application package.

Requirements include:

  • Previous experience and/or training related to customer service 
  • Ability to design, document, and communicate workflows
  • 1-2 years’ experience working with data analytics, data science and data engineering teams
  • Advanced Level SQL
  • Exemplary oral and written communication skills
  • Superb listening skills

Optional:

  • Statistical coursework or experience
  • Working knowledge of data analytics products like Tableau or Microsoft BI
  • Front end development experience such as Javascript

Please send a resume and cover letter to: jobs@communitydataplatforms.com
and include the job title in the SUBJECT line of the email. Resumes without cover letters will be discarded.

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