Forter
Digital commerce
TechnicalSupportDataAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Data Analyst at Forter. Skills: Data Analyst, analytical investigations, data analysis, troubleshooting, customer support. own end-to-end analytical investigations for our merchants from initial triage through data analysis to delivering merchant-facing responses. be the go-to analytical expert, partnering with Technical Support Engineers to resolve complex cases”
Industry & Context.
analytical investigations; proactive approach to problem-solving; independently diagnose and resolve complex analytical issues/inquiries; troubleshooting analytical issues; solve technical problems
What They're Looking For.
Must Have
3+ years experience in a role with a focus on troubleshooting data analytics in SaaS, software, or FinTech environments, Working knowledge of SQL, Working knowledge of API’s, Working knowledge of Javascript, Proven ability to independently diagnose and resolve complex analytical issues/inquiries, Experience troubleshooting analytical issues and relaying information in a digestible way to customers, Experience balancing multiple tasks and customer needs simultaneously, Capable of working individually and leading a team to solve technical problems, Exceptional written and verbal communication ability to break down analytical concepts for diverse audiences, Attention to detail, Excellent organizational and prioritization skills, Superior time management
Nice to Have
PhD preferred, specific ML framework experience, cloud platform certs
What You'll Do.
own end-to-end analytical investigations for our merchants from initial triage through data analysis to delivering merchant-facing responses
be the go-to analytical expert
partnering with Technical Support Engineers to resolve complex cases
be the first analytical escalation point
reduce escalations and accelerate resolution for merchants
split your time between hands-on investigation work and process improvement and automation contributing to playbooks
identifying and implementing automation opportunities
handling escalations and incidents
improving response times
developing strategies to enhance the customer experience
take ownership of complex customer issues
contribute to the continuous improvement of our support processes
Analyze and interpret data related to online transactions as it relates to Forter's AI model to understand decisioning and key fraud indicators
Interact directly with merchants/customers via ticketing system and phone to explain AI model decisions
broken down into fundamental business terms
Partner with our Analytics team to provide direct input from customers to update our model
and accommodate merchant-specific requests
Educate customers about the capabilities of Forter's Policy Builder product and empower their users to adopt and implement robust policies within the confines of Forter best practices
Oversee and maintain merchant business rules related to hard-coded rules within the Forter model
Draft and publish knowledge base content for common questions and inquiries to allow customers to self-serve Analytic related inquiries and explanations
Perform proactive outreach to customers based on internal alerting related to integration health issues and quantify into business terms the impact of analytical/data-driven observations
Aid internal teams within Forter
equipping them to handle analytical queries and business questions around Forter’s AI model
How You'll Work.
Team & Collaboration
partnering with Technical Support Engineers to resolve complex cases; Partner with our Analytics team to provide direct input from customers to update our model, improve precision, and accommodate merchant-specific requests; Aid internal teams within Forter, equipping them to handle analytical queries and business questions around Forter’s AI model
Communication Scope
Exceptional written and verbal communication ability to break down analytical concepts for diverse audiences
Full Job Description
About the role: As a Data Analyst on Forter's Support Analytics team, you'll own end-to-end analytical investigations for our merchants from initial triage through data analysis to delivering merchant-facing responses. You'll be the go-to analytical expert, partnering with Technical Support Engineers to resolve complex cases. You will be the first analytical escalation point your goal is to reduce escalations and accelerate resolution for merchants. You'll split your time between hands-on investigation work and process improvement and automation contributing to playbooks, dashboards, and our AI agent. This role requires deep analytical expertise and a proactive approach to problem-solving. You will also be responsible for identifying and implementing automation opportunities, handling escalations and incidents, improving response times, and developing strategies to enhance the customer experience. You will take ownership of complex customer issues, mentor team members, and contribute to the continuous improvement of our support processes. What you'll be doing: Analyze and interpret data related to online transactions as it relates to Forter's AI model to understand decisioning and key fraud indicators. Interact directly with merchants/customers via ticketing system and phone to explain AI model decisions, broken down into fundamental business terms. Partner with our Analytics team to provide direct input from customers to update our model, improve precision, and accommodate merchant-specific requests. Educate customers about the capabilities of Forter's Policy Builder product and empower their users to adopt and implement robust policies within the confines of Forter best practices Oversee and maintain merchant business rules related to hard-coded rules within the Forter model. Draft and publish knowledge base content for common questions and inquiries to allow customers to self-serve Analytic related inquiries and explanations. Perform proactive outreach to custome
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