Randstad Product Insights Analyst in Mountain View, California

Product Insights Analyst

job details:

  • location:Mountain View, CA

  • salary:$30.17 - $36.80 per hour

  • date posted:Friday, May 18, 2018

  • job type:Contract

  • industry:Information

  • reference:621874

job description

Overall Responsibilities:

-Manually review user reports across channels such as live support cases, Tweets, Feedback, and Play Store reviews.

-Provide weekly report on updates/changes needed in live support and feedback taxonomies

-Listen to recordings of support conversations between users and agents. Identify recordings that are associated with user feedback themes and that are good examples of the level of satisfaction or frustration users feel about a particular theme.

-Download and edit call recordings such that the clips are focused on the salient portion of the conversation

Top 3 Daily Responsibilities:

-Reviewing user reports in live support and other support channels to identify customer pain points and classifying the reports into themes/categories and trends

-Providing quotes from user reports, as well as audio clips from phone-based support cases, to help illustrate user happiness/frustration/pain and summarize the user journey

-Identifying and escalating user reports for further investigation, and detecting emerging issues in the product or customer support experience

Required Skills:

-High school diploma required.

-BA/BS in any field or 3+ years of relevant working experience

-Aptitude for problem solving, particularly around troubleshooting technical issues

-Relevant experience with analytical reasoning

-Interest in the customer support and user experience arenas; strong sense of user focus

-Proven good judgment in navigating and resolving sensitive situations

Nice to have Skills (not required):

-Experience editing audio clips

-Experience or coursework in storytelling