{"id":2599477,"url":"https://alion.io/job/hytech-technology-pte-ltd-customer-service-data-insights-analyst","title":"Customer Service Data & Insights Analyst","company":{"id":3803615,"name":"Hytech","domain":"hytechc.com","url":"https://alion.io/company/hytechc","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Moka","truth_index":{"grade":"A","score":92,"open_postings":142,"ghost_share":0,"stale_share":0.106,"repost_share":0,"time_to_fill_p50_days":104,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Analytics","role_family":"Analytics","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11500,"max_usd":27000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1854},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Databricks","optional":false},{"name":"Google Sheets","optional":false},{"name":"Looker","optional":false},{"name":"Power BI","optional":false},{"name":"Python","optional":false},{"name":"Snowflake","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-09-03T23:59:16Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-11-05T04:37:26Z","board_verified":true,"closed_at":null,"days_open":62,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":62},"description":"Role Overview\nWe are looking for a Customer Service Data & Insights Analyst to turn CS data into actionable insights that improve operational efficiency, customer experience, and business performance.\nThis role will analyze the full customer support journey from Self-Service to AI/Bot to Human Support, identify performance gaps and improvement opportunities, and measure the business impact of CS technology, Automation and AI initiatives.\nThe role will work closely with CS Operations, Zendesk, QC/VOC, Automation and AI teams to support data-driven decisions and continuous improvement.\nKey Responsibilities\nAnalyze end-to-end Customer Service performance across self-service, AI/bot and human-assisted channels, including contact volume, self-service and bot resolution, transfer rate, drop-off rate, SLA, response/resolution time, CSAT/DSAT, backlog and productivity.\nEvaluate self-service and bot performance to identify where customers successfully resolve issues, where journeys break down, and where customers are transferred to human support.\nIdentify trends, operational gaps, customer pain points and root causes across brands, markets, channels and contact reasons/intents.\nPartner with QC/VOC to analyze customer feedback, complaints and service quality issues.\nIdentify and quantify opportunities for process improvement, Zendesk optimization, Automation and AI.\nEstablish baseline metrics and measure the business impact and ROI of improvement projects, including changes in contact volume, resolution, customer experience and operational efficiency.\nBuild dashboards and provide clear management insights, recommendations and priorities.\nSupport CS KPI/OKR tracking, performance analysis and ad-hoc business analysis.\nRequirements\n3+ years of experience in Data Analytics, Business Analytics, Operations Analytics or Customer Experience Analytics.\nStrong SQL and Excel/Google Sheets skills.\nExperience with BI tools such as Power BI, Tableau or Looker.\nStrong analytical and problem-solving skills, with the ability to independently investigate data and identify root causes.\nAble to translate analysis into actionable business recommendations and communicate insights clearly to stakeholders.\nExperience with Zendesk, CRM, Contact Center or Customer Service data is preferred.\nExperience with Python and modern data platforms such as Snowflake, Databricks, Data Lake, or similar technologies is a plus.\nExperience using AI or AI-powered tools for data analysis, insight generation, text/customer feedback analysis, or analytics automation is highly preferred.\nWhat We Are Looking For\nWe are looking for someone who can go beyond producing reports and dashboards to proactively identify business problems, investigate root causes, provide actionable recommendations, and measure the impact of improvements. 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