Data Analyst – Customer Success

Full Time
  • Full Time
  • Oeiras
  • 2020-03-22 2020-04-21
  • Gestão / Administração / Secretariado
  • Licenciatura
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Truphone’s Mission

We believe in making mobile connectivity simple. Today we are running a unique global cellular connectivity platform which will host hundreds of millions of devices connected anywhere in the world. We get businesses, individuals and things securely and smoothly connected. As a result, users and systems can enjoy ubiquitous connectivity and focus on what they need to do as getting connected was resolved by someone else before it is required. Truphone is already one of the world’s largest eSIM providers and a market leader in several mobile connectivity products such as mobile recording and carrier app connectivity.

We are looking at fulfilling our objectives with the best talent, and we’re committed to providing an amazing working environment and growth opportunities. We get development and learning opportunities every day, and we are looking forward to working with other highly impactful individuals who are willing to make a difference.

Working at Truphone

Working at Truphone is different. We are part of a very diverse environment, solving challenging problems and helping simplify mobile connectivity as no other company has done before. We do not outsource problems, wait for others to act or solve things for us, we always take on big challenges together and work to find the best solution for our customers. We’re learning a lot all the time and have a lot to do so virtually everyone gets exposed to various engineering challenges and has the opportunity to be highly impactful.

Customer Success Team

Truphone is building a Customer Success team to handle its emerging and rapidly growing eSIM and IoT product portfolio and customer base. This team is accountable for ensuring these customers have an excellent experience with Truphone from the contract signature to in-life operations. The team operates autonomously and its members are obsessed with automation. While we develop solutions and tools, we also work with our partners and internal stakeholders to onboard and support our customers throughout their lifecycle taking the opportunity to transform those methods in system based processes whenever possible. We end up building and managing close relationships with some of the largest device manufacturers and network operators in the world. We want to help the customer to achieve more with Truphone!

Main Purpose of the Role

We are looking for a Data Analyst to join the Truphone Customer Success Team. One of the key priorities of the role is to support the growth strategy of IoT and Remote SIM Provisioning (RSP) markets. The Data Analyst provides meaningful reporting and analytics, to allow our own organization and our customers to gain insights on the service performance and capacity. This capability is critical to provide a great customer experience, help us keeping high levels of service availability and customer satisfaction by driving continuous improvements on the service. This is a technical role with significant exposure that will require a transversal domain knowledge of Truphone’s services and solutions and significant experience on data models, data lakes and warehouses, reporting and visualization tools, data quality and security, along with several other aspects of data management and governance.

Position Responsibilities

Manage and deliver Data reporting and insights across the customer, service and technology domains, with a particular focus on IoT and Remote SIM Provisioning (RSP) markets and use cases:

Design, build and manage Truphone’s IoT and Remote SIM Provisioning (RSP) reporting portfolio;
Work within our customers to collect information/insight requirements and highlight suitable data sources and needed enrichments and aggregations;
Work closely with the Data services team (data platform owners) to adequately prioritize and streamline data source ETL requirements as they populate the data lake, acting as the champion of the domain’s data;
Collaborate with the team and Data Services to design and maintain the relevant indicators for the platforms and services, ensuring their availability and quality, and providing relevant insights to help achieving the desired levels of service quality and performance;
Design and deliver performance and capacity reports, customized dashboards and monitoring triggers inside the domain;
Perform service assessments to determine service impacts (outages, degradations, etc.), study load and traffic patterns in order to derive analytics, predict future behaviors and establish the most suitable thresholds for event generation (actionable insights);
Provide support to report and dashboard’s consumers, troubleshooting any issues emerging from the underlying data sources;
Promotes the Truphone brand internally and externally;

Position Competencies

Previous experience as a data analyst;
Computer Science Degree or similar education;
Good knowledge of data stores, lakes and warehouses;
Vast experience with Data visualization and reporting tools;
Proficiency with database management systems (SQL and NoSQL);
Experience with data repositories in the cloud (e.g. Azure, AWS);
Proficiency with data analytics tools (preference given to MicroStrategy);
Comfortable with calculus/mathematics (e.g. statistics, probabilities);
Programming skills a plus (e.g. shell scripting, python, scala, ansible);
Good interpersonal skills;
Logical reasoning and critical thinking towards problem solving;
Have the ability to learn quickly;
Experience in Telecom IT and/or Engineering is a plus;
Ability to work in complex environments (multi-cultural/multi-country/geographically distributed teams);
Ability to work under pressure, with a sense of responsibility and accountability for decisions taken;
Advanced in English, both written and oral;
Experience with Agile Methodologies is a plus.

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