Support Reporting Analyst

| Chicago
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Role Description: 

We're looking for a highly organized go-getter and problem-solver to join the Support Operations Reporting Analytics team. In this role, you will help to develop and implement interesting and useful reports. Experience working with SQL, Excel, Customer Relationship Management (CRM) ticketing tools, and other systems is critical. Day-to-day roles include meeting with teams to understand reporting needs, building reports, providing forecasting, and producing daily reports which ultimately will help our amazing teammates be successful as they delight our customers. You’ll work closely with our Support Leadership team, Workforce Management team, and Support Business Operations Program Manager. 


 Day in the Life:

  • Create and generate reports necessary to track, trend, and analyze operational KPIs
  • Create dashboards and reports using Looker/Tableau reporting software
  • Perform ticketing system, CRM and phone system data mining, reporting, and administration
  • Develop metrics to measure aspects of our operations’ processes
  • Construct balanced agent feedback reports to enable leadership to measure teammate success and progress
  • Collaborate with teams across PayPal, Braintree, and Venmo
  • Communicate/present data to all levels of management
  • Maintain and manage support database tables
  • Track and analyze call flows, call patterns, service levels, and abandon rates
  • Participate in monitoring Zendesk, Five9 and other internal tools 

Requirements:

  • Believe in Braintree’s Values of Ask Why, Care, A Lot, and Solve Together
  • Be a self-starter, independent learner, and have unparalleled resourcefulness
  • Feel brave leaping into the unknown and agile in an environment that is constantly changing.
  • Love swimming in solutions versus dwelling on problems
  • Ability to lead a meaningful conversation by using active listening skills and asking appropriate follow up questions.
  • Makes data compelling and digestible for a varying audience through strong communication skills, whether verbal, written, or visual.
  • Has a track record of seeking out and implementing feedback during project work.
  • Intermediate to expert knowledge of Excel and SQL
  • Experience in customer service processes and workflows preferred 
  • Experiencing writing scripts with Python, Ruby, or other programming languages a plus
  • Comfortable with the occasional rotating evening, weekend, or holiday shift: Teammates may need to be available to product deploys or support wide changes
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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ClojureLanguages
    • RustLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • DropwizardFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • S3Databases

Location

222 Merchandise Mart Plaza, Chicago, IL 60654

An Insider's view of Braintree

What projects are you most excited about?

Braintree is committed to continual improvement in the areas of D&I. We do this by emphasizing our values of Ask Why, Care A Lot, and Solve Together, Ensuring D&I is an ongoing conversation at all levels of the company, offering company-wide D&I trainings, and supporting employee developed events.

Anna Johnson

Diversity & Inclusion Program Manager

How do you empower your team to be more creative?

Working on internal products, I have a direct feedback channel to my teammates, to help fix things when they aren't quite right. Seeing this multiplier effect in action, seeing how it unlocks my teammates to new productive ends, is extremely satisfying.

Andrew Harris

Software Engineer

What are Braintree Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Acme Co. provides Backup child care assistance.
Generous Parental Leave
Family Medical Leave
Adoption Assistance
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
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