As a Data Analyst on Forter's Support Analytics team, you'll own end-to-end analytical investigations for our merchants from initial triage through data analysis to delivering merchant-facing responses. You'll be the go-to analytical expert, partnering with Technical Support Engineers to resolve complex cases.
You will be the first analytical escalation point your goal is to reduce escalations and accelerate resolution for merchants. You'll split your time between hands-on investigation work and process improvement and automation contributing to playbooks, dashboards, and our AI agent.
This role requires deep analytical expertise and a proactive approach to problem-solving. You will also be responsible for identifying and implementing automation opportunities, handling escalations and incidents, improving response times, and developing strategies to enhance the customer experience. You will take ownership of complex customer issues, mentor team members, and contribute
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