Technical Assistance Center (TAC) Data Analyst

Who We Are:

Bandwidth (NASDAQ: BAND) is a leading global communications software company empowering enterprises by connecting people globally through cloud-ready voice, messaging, and emergency services. Our robust network extends across 60+ countries and covers 90% of the global GDP. Renowned companies such as Cisco, Google, Microsoft, RingCentral, Uber, and Zoom leverage Bandwidth's APIs to integrate communications capabilities into their software and applications. With over two decades in the technology arena, Bandhood spearheaded the Communications Platform-as-a-Service (CPaaS) sector, offering an extensive range of APIs supported by our own vast network. Our expert support teams are dedicated to resolving complex communication challenges for businesses worldwide daily.

At Bandwidth, you’re more than just an employee - your unique contributions are valued, and we encourage authenticity. Come and be an integral part of the BAND. #jointheband

What We Are Looking For:

We are actively seeking a proficient Technical Assistance Center (TAC) Data Analyst who thrives in automating the detection and troubleshooting of service-impacting events using advanced data analysis. In this role, you will play a crucial part in enhancing the Bandwidth customer experience by employing innovative thinking and problem-solving skills in a vibrant setting. With broad flexibility, you will develop data-driven solutions that address problems identified by our leadership and stakeholders.

Key Responsibilities:

• Employ analytical tools and statistical methods to identify, analyze, and troubleshoot irregularities, trends, and patterns in network data.
• Generate precise and actionable insights from multiple data sets using advanced data analysis techniques.
• Invest in trend analysis and advanced troubleshooting methods to proactively address issues, minimizing downtime.
• Collaborate with TAC management to enhance data-driven workflows, providing actionable data solutions, effective data visualizations, and analysis outcomes tied to customer traffic.
• Innovate in your approach to improve statistical techniques, reporting, and scalability of solutions.
• Effectively communicate with customers to report identified issues and manage ticket progress within Service Level Agreement standards.
• Escalate persistent or intermittent issues to the TAC and management teams.
• Work closely with customer Analytics Teams and internal Analytics and Engineering teams to swiftly identify and resolve issues.

What You Need:

• A Bachelor’s degree in mathematics, statistics, computer science, or a related discipline; or an unrelated degree with at least 2 years of experience in statistical analysis.
• Proficiency in statistical methodologies, data mining, and analytics on large datasets using tools like Excel, with additional skills in SQL and potential automation with Python being advantageous.
• Excellent analytical, critical-thinking, and detail-oriented skills coupled with the ability to compile, organize, analyze, and interpret significant data volumes.
• Self-motivation, independence in handling tasks, commitment to resolving complex issues, and continuous improvement mindset.

Bonus Points:

Experience in the telecommunications, networking, financial sectors, or other technical, data-driven industries. Familiarity with software development is a plus.

The Whole Person Promise:

At Bandwidth, our culture is centered around the "Whole Person Promise," ensuring employees enjoy both meaningful work and a fulfilling life. Our benefits support your physical, mental, and emotional health. Here’s how:

• 100% company-paid Medical, Vision, & Dental coverage for you and your immediate family.
• Generous PTO starting with four weeks for all new hires.
• Strict PTO Embargo to ensure uninterrupted time off.
• Opportunities to earn additional PTO through volunteer work and participation in Bandwidth challenges.
• Life milestone celebrations through our "Mahalo moments" program.
• Extended workout lunches and unlimited sessions with our nutritionist.

Even if you don’t tick every box, but see yourself contributing positively, we would love to hear from you. Don’t miss your chance to be a part of the BAND - apply today!

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Bandwidth: Empowering Connections.

Position: Technical Assistance Center (TAC) Data Analyst