Case Support Analyst

A large organization is seeking a detail-oriented and customer-focused Case Support Analyst to join our team. The successful candidate will be responsible for providing initial investigation and support for cases reported by customers. This involves analyzing issues, reproducing problems, and collaborating with customers to understand the root cause of the issue. The ideal candidate will have strong SQL skills, excellent customer service skills, and the ability to triage and prioritize issues effectively.

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• past metadata management experience
• knowledge of data standard

1. Initial Investigation : Respond to case reports from customers, gather information, and conduct preliminary analysis to reproduce the issue.

2. SQL Analysis : Use SQL skills to analyze data, identify patterns, and troubleshoot issues. Develop and execute queries to retrieve relevant data.

3. Issue Reproduction : Reproduce issues to ensure understanding of the problem.

4. Customer Communication : Collaborate with customers to clarify issues, gather additional information, and provide updates on the status of their cases.

5. Triage and Prioritization : Assess and prioritize issues based on severity, impact, and urgency to ensure timely resolution.

6. Problem Definition : Clearly define the problem, including "what is happening" and "what should be happening."

7. Data Analysis : Analyze data to identify trends, patterns, and anomalies.