Data Analyst

Company Description

SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Amazon, Walmart, The Home Depot to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.

Job Description

Main responsibilities but not limited to

Data Analysis, Reporting, Issue Resolution:

• Extract, clean, transform, aggregate, and reconcile data from Data Warehouse using a combination of SQL scripts and Excel for analysis
• Daily / Ad Hoc monitoring and tracking of data status for reporting to both SoftBank and SquareTrade internal teams.
  • Claims daily report analysis, error check and data correction.
  • Coordination with Pakistan operations team for closing the data and for upload to SalesForce
  • Send daily status reports (morning, evening) to SoftBank.
• Weekly/Monthly internal reporting
  • Weekly coordination with SoftBank to provide corrected data, identify other issues and solutions.
  • Help extracting/sorting/organizing customer data required to prepare the monthly customer billing statement.
  • Help extracting, preparing data for internal analytics and Client reporting.
  • Extract and analysis of penalty reports
• Analysis and extraction of defective data (missing, incorrect), conduct investigation of root cause,  proposal of solutions and preventive measures, communication/collaboration with SoftBank until the problem is resolved. 
  • Pending open claims
  • Shipment instructions and reporting
  • ICJ data analysis coming off from Mize system
• Work with internal stakeholders (Call Center, repair operations, logistics/warehouse, device management, US escalation team, Pakistan Operations) for any data related inquiries or issues, conduct analysis and coordinate with different teams until the resolution is found.
• Understanding of the warranty business to be able to articulate or explain the true nature of data issues both to SoftBank and internal teams for resolutions and internal efficiencies and improvements
• Create and track escalation tickets to the US for further analysis, data fix, system fix

Customer communication and collaboration:

• Help the Call Center team of their request to resolve issues with closing claims. 
• Participate in external meetings (daily, ad hoc)  with SoftBank on data issues and data reconciliation

Qualifications

• Excellent communication skills, both written and verbal 
• Intermediate English. Able to read and write an email and raise issue(JIRA) tickets
• Ability to work collaboratively with SoftBank and with cross-functional internal teams to achieve business objectives.
• Strong problem-solving and critical thinking skills.
• Ability to work independently 
• Strong attention to detail.
• Good understanding of SQL  and MS Excel (functions, pivot tables, text functions).
• Experience with SalesForce.

Additional Information

At SquareTrade you'll have access to: 

• Target bonus for eligible employees
• Connectivity Stipend: ¥10,000/month via payroll
• Wellness Allowance: ¥10,990/month for reimbursement through Level
• Holiday/PTO: For the first year of employment, up to 10 days of annual paid vacation shall be given on the date of employment
• Japan national holidays observed 

The Team:  http://www.squaretrade.com/leadership