Senior Customer Supprt/Operations Analyst

Nasdaq, Inc.; Atizapán de Zaragoza; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading financial services company is seeking a Senior Customer Support/Operations Analyst in Mexico. The role involves handling customer service inquiries, troubleshooting issues, and ensuring customer satisfaction. Candidates should have at least 3 years of experience and a Bachelor's degree. The position offers a hybrid work model, allowing flexibility in work environments.

Servicios

Flexible work model

Career growth program

Equal opportunity employer

Formación

• Minimum 3 years of experience in customer support or operations.
• Ability to handle billing inquiries and service requests.
• Skilled at resolving customer complaints and maintaining relationships.

Responsabilidades

• Provide service related to billing inquiries and customer complaints.
• Troubleshoot and resolve escalated issues across departments.
• Monitor and maintain customer data systems according to standards.

Conocimientos

Customer service

Problem-solving

Communication

Educación

Bachelor's degree or comparable experience

Descripción del empleo

Senior Customer Support/Operations Analyst

Apply locations: Mexico - Colonia Juarez - Mexico
Time type: Full time
Posted on: Posted 30+ Days Ago
Job requisition id: R0021898

Provides new and existing customers with the best possible service related to billing inquiries, service requests, suggestions, and complaints. Ensures good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, in accordance with consumer laws. Develops organization-wide initiatives to proactively inform and educate customers and creates improvement plans based on customer surveys.

Under general supervision, performs customer support for billing inquiries, service requests, sales support, system failures, and capacity issues; troubleshoots, diagnoses, and resolves moderately complex escalated issues, collaborating with development or sales teams as necessary. Also, follows procedures for start-up and shutdown of internal support systems, recovery procedures, scheduling, and backups. Monitors client issues, exchanges, and internal customer concerns. Distributes information regarding new products or updates and maintains client/customer data systems following standard procedures.

Education Required: Bachelor's degree or comparable experience
Experience Required: At least 3 years

This position can be located in Mexico and offers a hybrid work environment (at least 2 days a week in the office, subject to change), providing flexibility and accessibility for qualified candidates.

Come as You Are

Nasdaq is an equal opportunity employer. We encourage applications from qualified candidates regardless of age, color, disability, national origin, race, religion, gender, sexual orientation, gender identity/expression, veteran status, genetic information, or other protected status. We ensure reasonable accommodations for individuals with disabilities during the application and interview process, as well as in performing essential job functions. Please contact us to request accommodations.

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