Customer Engagement Analyst

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
The Digital Care Analyst will represent the Customer Experience Social Media team working with IT, Product, and other cross functional Business groups on minor web enhancements and large projects that focus on improving our digital presence.
Responsibilities

• Work in cross-functional teams to deliver ongoing web defect fixes and minor enhancements
• Apply basic web architecture and user experience/user interface (UX/UI) design principles to improve customer experience and content delivery
• Generate customer web portal functional requirements, specifications and user stories
• Prioritize and track work backlog in Jira in order to keep track of project responsibilities
• Access, compile and analyze key operating metrics to measure performance of digital channels
• Evaluate efficiencies and technologies to drive digital first contact

Qualifications

• College Degree or equivalent work experience in Analytics, Data Science or Business Process
• Minimum 2 years of experience with customer support on digital channels such as websites, chat, email, social media or online forums.
• Excellent presentation, writing, editing, and proofreading skills
• Excellent organizational, interpersonal and communication skills
• Detail oriented with strong follow-through and multitasking skills
• Proficient in Jira
• Proficient in Microsoft Office including Excel, Word and PowerPoint
• Experience in Microsoft Power BI, Tableau
• Experience in Adobe Analytics and Google Analytics is a plus, but not required.
• Experience in SQL and Python or R languages
• Experience in Business Process Design
• Willingness to learn additional Computer Science skills
• Experience with analyzing KPI's and conducting root cause analysis on performance

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in (manually enter cross-posting state) is $59,758.00 - $95,613.00 / year. The starting pay rate/range at time of hire for this position in (manually enter state) is $59,758.00 - $95,613.00 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty