Analyst for FanTech Support

Analyst for FanTech Support

Yandex Plus and FanTech are not only Kinopoisk, Afisha, Music, and cashback, but also millions of happy people who listen to music, watch movies, and go to concerts. When users have questions, they are helped by the support team — it quickly finds answers and helps users understand the product.

We are looking for a strong analyst. You will be responsible for independently managing projects, building partner relationships with business customers, and developing analytics for FanTech support.

What tasks await you

Analysis of user experience You will analyze the user journey leading up to contacting support: which pages they come from, what steps they take, and where the experience can be improved. You will dive into internal processes and help the team find growth points.

Customer satisfaction You will create tools and formulate hypotheses that will help influence key support metrics: the level of customer satisfaction with the service and the percentage of automated requests.

Development of A/B testing You will support and develop a culture of A/B experiments: add new metrics for AI evaluation, summarize test results, help with experiment design and interpretation of results.

Support automation You will participate in implementing AI agents in support: test prompts and models for different cases, configure bots and LLMs, develop agent scenarios, and help debug processes and pipelines.

Learn more about analytics at Yandex — on the channel Yandex for Analytics

We expect that you

• Are proficient in one of the SQL dialects, not afraid of window functions
• Know Python at an applied level, have worked with pandas and NumPy
• Have worked with DataLens, Tableau, or other BI systems
• Understand the structure of analytical data warehouses, know how to check data completeness and reliability
• Love analytics and can work with uncertainty
• Can choose the right tools for business tasks
• Can generate and test hypotheses, explain complex things in simple terms
• Understand how to turn business requests into analytical tasks and projects

It will be a plus

• Understand the basics of probability theory and mathematical statistics
• Have several years of experience as an analyst solving tasks that helped the business
• Can systematize a flow of diverse tasks and combine them into clear blocks and directions
• Are active and not afraid to defend your point of view