Senior Customer Supprt/Operations Analyst

Nasdaq; Ciudad Juárez; Híbrido; MXN 738,000 - 1,109,000; Jornada completa

Descripción de la vacante

A leading financial services company is seeking a Customer Support Specialist to handle billing inquiries, service requests, and customer issues. The candidate must have a Bachelor's degree and at least 3 years of experience. The role offers a hybrid work environment located in Ciudad Juárez, Mexico, with a flexible schedule. The company promotes diversity and provides accommodations for individuals with disabilities.

Formación

• Bachelor's degree required, comparable experience may be substituted.
• At least 3 years of relevant experience is required.

Responsabilidades

• Perform customer support for billing inquiries and service requests.
• Diagnose and resolve escalated issues with supervision.
• Monitor issues with clients and internal customers.
• Distribute information about new products to customers.
• Maintain client/customer data systems according to standard procedures.

Educación

Bachelor's degree

Descripción del empleo

Overview

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys.

Responsibilities

• Under general supervision, performs customer support of billing inquiries, service requests, sales support, system failures and capacity issues; troubleshoots diagnoses and resolves moderately complex escalated issues, working with the development team or sales team as necessary.
• Under general supervision follows/analyses procedures for start-up and shutdown of internal customer support systems, recovery procedures, scheduling and backups.
• Under general supervision monitors issues with clients, exchanges, internal customers.
• Distributes information to customers/clients regarding new products or product updates or changes.
• Under general supervision follows standard procedures, administers and maintains client/customer data systems.

Qualifications

• Education Required: Bachelor\'s degree required, comparable experience may be substituted
• Experience Required: At least 3 years

Location and Work Environment

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

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.