Support Operations Analyst

Chennai, Tamil Nadu, India

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OUR VISION: THE WORLD. SUBSCRIBED.

Customers have changed. They’re looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence.  

 

In the old world (let’s call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, billing for one-time transactions. But in today’s new era, it’s all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers’ needs better than the static offerings or a single product.

 

Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo and author of the best selling book Subscribed).

 

ZUORA CUSTOMER SUPPORT

The Global Customer Support team fulfills a super important role for Zuora and is often the main point of customer contact and a key advocate for the customer experience. Our team includes more than 100 ZEOs across nine different locations around the world who are strategically structured around our functional teams and customer support levels that increase in complexity and the skills and experience needed to handle it.

 

YOUR MISSION: Zuora is looking for a Business Analyst to join our Global Support Operations group. You’ll be working with Support Managers, Support Agents, the Customer Success Team, and more. Knowledge is power, and this role helps empower groups through knowledge and understanding around customer interactions, products, services, and so much more. Your efforts will identify opportunities, shape our path forward, and improve the customer experience.  

 

THE OPPORTUNITY

 

  • Make sense of complex data models for support and other groups.
  • Clean, analyze, and transform raw data into meaningful insights.
  • Create solutions to address challenging business issues. Share your findings with leadership and suggest solutions.
  • Find strategic ways to improve processes through better data.
  • Works with our Data Teams to help build a more unified approach to data across the organization.
  • Work with IT, Data Teams, and Security to deliver ad-hoc and recurring reports.
  • Manage cross-functional projects or initiatives.
  • Create Drill-Down metrics for our Support Agents, Managers, and Leadership.

 

WHAT YOU’LL NEED TO BE SUCCESSFUL

  • Degree in Statistics, Economics, Computer Science or 2+ years of work experience in data analytic.
  • SQL Data manipulation experience.
  • Microsoft Excel reporting/graphing (ability to perform complex functions such as vlookup).
  • Experience with SQL data visualization tools.
  • Experience with Zendesk CRM tool and reporting (Zendesk Explore work experience or certification a plus).
  • Self-starter with a passion for problem-solving.
  • SixSigma Certification is a plus.
  • Ability to graph complex data points into easy-to-absorb slides.

 

ABOUT ZUORA & OUR “ZEO” CULTURE

Zuora (NYSE: ZUO) Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-revenue process seamlessly across billing and revenue recognition. Zuora serves more than 1,000 companies around the world, including Box, Ford, Penske Media Corporation, Schneider Electric, Siemens, Xplornet, and Zoom.

 

At Zuora, we have one CEO but ​every employee is empowered and supported to be the ‘ZEO’ of their own career experience. By embedding inclusion and belonging into our processes, policies and culture, we are building a workplace where our 1,200+ ZEOs across North America, Europe, and APAC can bring all the elements of who they are into their work. In addition to an industry-leading six-month, 100% paid parental leave for all our ZEOs, we also offer programs to support your mental health and give back to our communities along with “career cash” and plenty of learning and development opportunities.

 

To learn more visit www.zuora.com

 

Zuora is proud to be an Equal Employment Opportunity employer.

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

 

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

 

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com. LI-RA1

Apply now


Let’s do this.

You’re unique and we’re on a journey – so let’s embark on a unique journey together. We encourage you to apply to all roles that utilize your skills and ignite the passion within you.

No matter where you’re located, or which team you work on, you’ll be part of a group of people working together to build a better world: The World Subscribed.

Go ahead and apply!

Get to Know Us

Go ahead, take a look inside #ZEOLife. Meet our ZEOs and learn what it’s like to be a part of our team.

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