We are recruiting for a talented SaaS Support Data Analyst to provide a first-class service to our customers who are using our IRIS CRM product. IRIS is an NMI company.

Key Responsibilities:

• Acting as the subject matter expert within the IRIS Support team for handling tasks and requests pertaining to the Residuals module.
• Solving residual calculation tickets accurately through the use of Excel and IRIS CRM.
• Interacting with clients by phone, chat, and email that have questions pertaining to residual calculations, proof of concepts, and configuration updates.
• Creating new mathematical formulas and verifying existing formulas to ensure that residual income calculations are being reported correctly on client sites.
• Professionally and effectively answering questions about using and configuring IRIS software for clients' needs in a concise way while understanding clients may possess different levels of technical understanding.
• Logging software issues, bugs or inconsistencies that are reported by clients using JIRA and Zendesk tools.
• Creating visual mockups and written descriptions of suggestions for the development related but not limited to the Residuals functionality.
• Training and coaching new clients on the richness of IRIS features to ensure maximum adaptability and stickiness.
• Creating and analyzing internal reports pertaining to Employer’s billing, revenue KPIs, client pricing adjustments and general reporting as requested by management or the support team.
• Taking interest in and educating yourself about the payments industry to be able to provide the most accurate information.
• Collaborate with cross-functional teams with a focus on Sales and Partner Experience to define data needs and implement data-driven solutions.
• Communicate findings effectively to both technical and non-technical stakeholders.
• Assist in conducting ad-hoc analyses and data extraction when needed.