Title: Production Support - Data & Reporting
Location: SCV, CA- Onsite Day 1
Duration: Long Term
Job Type: Contract
JOB DESCRIPTION:
You will be part of a globally distributed team of Support Analysts providing follow-the-sun coverage across AMR, EMEIA, and APAC regions. In this role, you will:
Deliver Cross-Platform Subject Matter Expertise: Develop and maintain deep working knowledge across two reporting platforms Horizon (Total/B2C Consumer Markets) and Business & Education 360 (B2B) including data definitions, business logic, pipeline behavior, and differences in reporting structures between Consumer and Institutional Sales.
Operate a Tiered Support Model: Function as Tier 1 support for requests that cannot be resolved through automation including missing or incorrect data investigations, cross-report discrepancies, metric interpretation, and platform logic clarification. Function as Tier 2 oversight for automated workflows (Slack forms, Accord bot, HCL), intervening when automation fails, requests are incomplete, or unusual patterns require manual review.
Manage the Slack Support Workflow: Monitor and triage incoming Slack support requests across five categories Access Requests, Report Data Inaccuracy, Report Other Problems, Enhancement Requests, and general questions ensuring accurate categorization, timely response, and clear user communication including request status and resolution ETA.
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