Data Analyst
NMI, South Africa
Job Description
We are recruiting for a talented SaaS Support Data Analyst to provide a first-class service to our customers who are using our IRIS CRM product. IRIS is an NMI company.
Key Responsibilities:
- Acting as the subject matter expert within the IRIS Support team for handling tasks and requests pertaining to the Residuals module.
- Solving residual calculation tickets accurately through the use of Excel and IRIS CRM.
- Interacting with clients by phone, chat, and email that have questions pertaining to residual calculations, proof of concepts, and configuration updates.
- Creating new mathematical formulas and verifying existing formulas to ensure that residual income calculations are being reported correctly on client sites.
- Professionally and effectively answering questions about using and configuring IRIS software for clients' needs in a concise way while understanding clients may possess different levels of technical understanding.
- Logging software issues, bugs or inconsistencies that are reported by clients using JIRA and Zendesk tools.
- Creating visual mockups and written descriptions of suggestions for the development related but not limited to the Residuals functionality.
- Training and coaching new clients on the richness of IRIS features to ensure maximum adaptability and stickiness.
- Creating and analyzing internal reports pertaining to Employer’s billing, revenue KPIs, client pricing adjustments and general reporting as requested by management or the support team.
- Taking interest in and educating yourself about the payments industry to be able to provide the most accurate information.
- Collaborate with cross-functional teams with a focus on Sales and Partner Experience to define data needs and implement data-driven solutions.
- Communicate findings effectively to both technical and non-technical stakeholders.
- Assist in conducting ad-hoc analyses and data extraction when needed.
Requirements
- Bachelor's degree in Computer Science, Mathematics, Statistics, or a related field.
- 1-2 years of experience in a role involving data analysis or data science, or equivalent academic experience.
- 2+ years of experience implementing or supporting SaaS software .
- Experience working in a ticketing system on a daily basis. Preferably Zendesk.
- Strong knowledge of Power BI for creating dashboards and reports.
- Experience with BigQuery or similar SQL-based data analytics tools.
- Familiarity with machine learning techniques, statistical analysis, and predictive modeling.
- Strong understanding of data structures and algorithms.
- Exceptional problem-solving skills and attention to detail.
- Excellent verbal and written communication skills, with an ability to effectively articulate complex findings to a non-technical audience.
- Patience and finesse with handling frustrated and non-technical clients
- Bonus: Knowledge of Python or R for data manipulation and analysis.
Working hours: Please note that for this role you will be required to work US working hours.
Benefits
Benefits:
- Annual salary of R800,000 - R840,000, dependent on experience.
- 45-hour work week
- Standard South African Leave policy.
- South African Public Holiday Schedule Observed.
What we do!
NMI enables our partners with choice and challenges the one-size-fits-all approach to payments. You've probably used NMI in the last 24 hours without even realizing it. We’re the platform that powers success for innovative tech created by SMBs, entrepreneurs, and fintech startups. We’re creative problem solvers who help visionaries smash through boundaries and think beyond what’s possible so they can think about what’s next. But we’re not just built for the tech-savvy. We democratize the latest payment technology so that everyone can realize the benefits of easy payments across the full spectrum of commerce. We’re all about enabling more payments in more ways and more places.
We believe that having a diverse group of employees strengthens both our work and our workplace. We’re focused on making NMI more diverse and welcoming with initiatives like having a dedicated Diversity, Equity amp; Inclusion action group, diversity goals for hiring, anonymized resume screening, affinity groups such as our Women's network and LGBTQ+ Network, open forums for discussions on diversity and social justice, and measuring inclusion and belonging as part of our regular employee engagement surveys.
Please be aware that all offers of employment are made subject to receipt of satisfactory background and financial checks.