Collaborate with cross-functional Global Customer Support teams to analyze operational data, define and interpret key performance metrics, develop insightful reports and dashboards, and identify opportunities to improve customer support processes and outcomes. The ideal candidate will have a strong analytical mindset, experience with data visualization and reporting tools, and the ability to translate business needs into actionable insights that support informed decision-making and drive day-to-day performance.
What will you do? Performance Reporting & Visualization Develop and maintain Tableau and BI dashboards.
Monitor Customer Support KPIs and operational performance.
Business Requirements & Stakeholder Collaboration Gather reporting and analytical requirements from stakeholders.
Translate business needs into reporting solutions and performance measures.
Data Preparation & Processing Extract, clean, and transform data from SQL, Excel, and operational systems.
Prepare accurate and reliable datasets for reporting and analysis.
Performance Analysis Analyze KPI trends, variances, and performance gaps.
Assess service levels, productivity, quality, and customer experience.
Insights & Recommendations Translate analysis into actionable business insights.
Identify root causes and opportunities for performance improvement.
Data Validation & Quality Perform data validation, reconciliation, and quality checks.
Investigate and resolve reporting and data discrepancies.
Operational Reporting Support Deliver recurring and ad hoc reports and analyses.
Support business reviews and operational decision-making .
Documentation & Governance Maintain KPI definitions, business rules, and reporting documentation.
Follow reporting, change-management , and data-governance standards.
Continuous Improvement & Automation Automate and streamline reporting processes.
Standardize performance measurement and improve data visibility.
Who would be successful?- Education:Bachelor's degree in Mathematics, Computer Science, Computer Engineering, Statistics, Economics or other related technical field
- Working Experience:
- Proficiency in writing SQL queries to extract data
- Hands-on experience in building dashboard using Tableau is a plus
- Business Understanding: The Customer Support Analyst will fulfill standard support requests by gathering and clarifying business requirements, analyzing customer and support data, validating information, monitoring data quality, and identifying opportunities to improve support processes. The analyst may also create and maintain dashboards and reports to track service levels, case volume, response and resolution times, customer trends, and other key support metrics. In addition, the analyst will collaborate with business and technical teams to investigate issues, improve data visibility, streamline reporting, and support data-driven decisions that enhance customer experience.
- Others (e.g. language skills, technical skills): Proficiency in BI Platforms (Tableau and others) and Excel (Pivot Tables, array functions, Power Pivots, etc).
- Ability to analyze large-scale datasets
- Strong problem solver, able to investigate and resolve issues independently
- Analytical and independent problem solver. Meticulous with high attention to detail
- Strong communicator with ability to talk through data/technical details and business/layperson details.
Contract Duration: 1 year fixed term contract (project based)
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Our Total Rewards is our way of saying: We see you and we value you. It's more than just pay and benefits-it's a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we're here for what matters most to you. Discover more at our Career Page .
* Country-specific programs and initiatives may be available.
Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
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€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
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Responsibilities
Collaborate with cross-functional Global Customer Support teams to analyze operational data, define and interpret key performance metrics, develop insightful reports and dashboards, and identify opportunities to improve customer support processes and outcomes. The ideal candidate will have a strong analytical mindset, experience with data visualization and reporting tools, and the ability to translate business needs into actionable insights that support informed decision-making and drive day-to-day performance.
What will you do? Performance Reporting & Visualization Develop and maintain Tableau and BI dashboards.
Monitor Customer Support KPIs and operational performance.
Business Requirements & Stakeholder Collaboration Gather reporting and analytical requirements from stakeholders.
Translate business needs into reporting solutions and performance measures.
Data Preparation & Processing Extract, clean, and transform data from SQL, Excel, and operational systems.
Prepare accurate and reliable datasets for reporting and analysis.
Performance Analysis Analyze KPI trends, variances, and performance gaps.
Assess service levels, productivity, quality, and customer experience.
Insights & Recommendations Translate analysis into actionable business insights.
Identify root causes and opportunities for performance improvement.
Data Validation & Quality Perform data validation, reconciliation, and quality checks.
Investigate and resolve reporting and data discrepancies.
Operational Reporting Support Deliver recurring and ad hoc reports and analyses.
Support business reviews and operational decision-making .
Documentation & Governance Maintain KPI definitions, business rules, and reporting documentation.
Follow reporting, change-management , and data-governance standards.
Continuous Improvement & Automation Automate and streamline reporting processes.
Standardize performance measurement and improve data visibility.
