Support Systems Analyst – Metrics and Integrations

Manila, PH

Job Description / Skills Required

GoPro is seeking a Systems Analyst for our Customer Support team based in San Mateo, California. The Support Systems Analyst will contribute to brainstorming, building, and managing reporting systems and tools that deliver accurate and insightful data to our Support team and partners, and work with the Support Systems team to enhance workflows and integrations for our Support Hub community and agents.

Responsibilities

  • Serve as the main point of contact for regular and ad hoc metrics reporting for the Support team and our partners, integrating both quantitative and qualitative data into the reports.
  • Create standard reports and sharable dashboards for core metrics by integrating data from all Support tools, including Salesforce, NetSuite, AWS and Khoros.
  • Identify and implement tools and technology to drive data collection, consolidation, and analysis in order to improve quality and efficiency.
  • Support the integration of Salesforce and Support Hub content, particularly internal and external Help articles, into other tools, including the Support Hub, in-app experiences, and off-platform sharing.
  • Maintain a thorough understanding of GoPro products and customer needs.

Skills We’re Excited About

  • 1-2 years of work experience in data analysis and interpretation in a global customer support environment.
  • Proficient in common CRM and Support management and reporting systems, including Salesforce, NetSuite, AWS, and Khoros.
  • Critical thinker with a strategic, proactive and creative mindset.
  • Adaptable to change and able to aptly handle ambiguity, competing priorities and multitasking.
  • College degree with a focus in a related field a plus.

 

GoPro Highlights

  • Your own GoPro camera + gear
  • Live it. Eat it. Love it. – Two dedicated hours during your week to explore your passions and capture it with your GoPro
  • Competitive Salary
  • Employee discounts on GoPro products and other industry discounts
  • Gym Subsidy
  • Fully stocked break room with snacks and drinks
  • Professional + personal development opportunities, i.e. LinkedIn Learning
  • Opportunities to get involved in the causes that you care about (annual camera donation + volunteer events)

We strive for the day that no group can be described as underrepresented at GoPro – whether as part of our brand or in our workforce. We are committed to providing an more inclusive, representative, equal, just and happy world. GoPro is proud to be an Equal Opportunity Employer.