Role Overview
Location: Cork - NETGEAR European headquarters
Work Model: Hybrid (3 days on-site per week)
Reporting to: Support Operations Manager
As a Customer Service and Support Data Analyst, you will play a pivotal role in NETGEAR's support organisation. You'll be responsible for collecting, transforming, and analysing diverse customer datasets to uncover actionable insights into customer behaviour, preferences, and intent. Your work will directly inform service performance improvements and support strategic initiatives across the customer service and technical support teams.
This role involves a wide range of analytical tasks, including performance monitoring, trend analysis, dashboard development, and automation design. You will also represent the support organisation in broader enterprise data and analytics projects, contributing to cross-functional collaboration and innovation.
Key Responsibilities
* Collect, clean, and validate data from multiple sources to ensure accuracy and consistency.
* Develop and maintain performance dashboards and reports to monitor service metrics.
* Produce weekly, monthly, and ad-hoc reports and visualisations for internal stakeholders.
* Map customer journeys using behavioural data to identify usage patterns and pain points.
* Apply AI models to analyse customer interactions and generate consistent categorisation and feedback.
* Conduct statistical analysis to identify trends, anomalies, and improvement opportunities.
* Support ad-hoc data projects and research initiatives across the support team.
* Collaborate with cross-functional teams (e.g., Marketing, IT, Sales, Product Management) to understand data needs and deliver insights.
* Document data processes and uphold data integrity standards.
* Stay current with best practices in data analysis, reporting, and automation.
Required Qualifications
* Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science or equivalent experience (minimum 2 years).
* Understanding of data analysis concepts and statistical methods.
* Proficiency in Excel (including pivot tables); familiarity with SQL and/or Python/R is advantageous.
* Experience creating clear, concise presentations using PowerPoint or equivalent tools.
* Exposure to AI tools such as ChatGPT for data analysis.
* Strong analytical and problem-solving skills with a keen attention to detail.
* Excellent communication skills to present findings effectively.
* Ability to work independently and collaboratively in a team environment.
* Strong organisational skills with the ability to manage multiple projects and meet deadlines.
Preferred Qualifications
* Experience in customer service and support environments, with an understanding of common customer pain points.
* Experience with Tableau and Snowflake.
Company Statement/Values:
At NETGEAR, we are on a mission to unleash the full potential of connectivity with intelligent solutions that delight and protect. We turn ideas into innovative networking products that connect people, power businesses, and advance the way we live.
We're a performance-driven, talented and connected team that's committed to delivering world-class products for our customers. As a company, we value our employees as the most essential building blocks of our success. And as teammates, we commit to taking our work to the Next Gear by living our values: we Dare to Transform the future, Connect and Delight our customers, Communicate Courageously with each other and collaborate to Win It Together. You'll find our values woven through our processes, present in our decisions, and celebrated throughout our culture.
We strive to attract top talent and create a great workplace where people feel engaged, inspired, challenged, proud and respected. If you are creative, forward-thinking, passionate about technology and are looking for a rewarding career to make an impact, then you've got what it takes to succeed at NETGEAR. Join our network and help us shape the future of connectivity.
NETGEAR hires based on merit. All qualified applicants will receive equal consideration for employment. All your information will be kept confidential according to EEO guidelines.