Data Support Analyst

We are looking for a dependable and customer-oriented individual to join our SDS Admin team in a dual-focus role. Roughly half of your time will be spent on SDS management operations — maintaining our Safety Data Sheet database and supporting manufacturer outreach. The other half will focus on customer support and growth for our ISDSS platform, handling user queries through live chat, email, and phone, and contributing to platform content and improvement.

This role is ideal for someone who is organised and detail-oriented, communicates well in English, and is comfortable switching between data tasks and direct user interactions. As ISDSS continues to grow, there is real scope for this role to evolve with it.

KEY RESPONSIBILITIES
- ISDSS Customer Support
• Serve as the first point of contact for ISDSS ( ---------- ) users via live chat, email, and phone
• Respond to user queries promptly, accurately, and in a professional manner
• Troubleshoot and resolve common issues, escalating where appropriate
• Monitor the support inbox to ensure no queries go unanswered
• Create and maintain knowledge base articles, FAQs, and support guides
• Contribute ideas and user feedback to help improve the platform and user experience

- SDS Management
• Maintain and update the Safety Data Sheet (SDS) database
• Ensure all SDSs are current and comply with relevant regulations (GHS, HCS, OSHA)
• Collect and review SDSs from suppliers and manufacturers
• Support manufacturer outreach and follow-up as part of the SDS request workflow
• Assist with data accuracy, deduplication, and quality checks across the database
• Collaborate with the team on process tasks and contribute to continuous improvement

- Documentation & Reporting
• Maintain accurate records of SDS activity and support interactions
• Log and track support queries to help identify trends and measure performance
• Contribute to regular team reporting as needed

QUALIFICATIONS
• Excellent written and verbal communication skills in English
• Strong attention to detail and commitment to accuracy
• Customer service mindset with a professional and approachable manner
• Organised and reliable with good time management
• Comfortable working independently and as part of a remote team
• Able to manage multiple tasks and shift between different types of work
• Experience in a customer support, helpdesk, or data processing role
• Ability to write clear, structured help content or knowledge base articles
• Familiarity with live chat tools (e.g. tawk.to or similar platforms)
• Interest or background in data management, compliance, or chemical safety
• Comfortable with spreadsheets and basic data entry tools
• Comfortable handling ad-hoc phone support (Very low call volume environment; primary focus is email/chat)

If you’re ready to be a part of a team and are eager to pursue a path of continuous learning and career growth, we encourage you to apply and join us. Send your CV to ----------