Senior Customer Supprt/Operations Analyst

Nasdaq; Monterrey; Híbrido; MXN 641,000 - 916,000; Jornada completa

Descripción de la vacante

A leading financial services firm in Monterrey is seeking a Customer Support Specialist to ensure excellent service for billing inquiries and customer requests. The ideal candidate will have a Bachelor's degree and at least 6 years of experience in customer service. This role offers a hybrid work environment, allowing flexibility while maintaining effective customer relationships.

Formación

• At least 6 years of experience in customer service or related fields.
• Strong troubleshooting and diagnostic skills for handling escalated issues.

Responsabilidades

• Perform customer monitoring of systems under minimal supervision.
• Troubleshoot and resolve complex issues related to billing and services.
• Provide recommendations to improve customer information regarding new products.

Conocimientos

Customer support

Problem solving

Billing inquiries

Communication

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 limited supervision, uses expertise and knowledge to perform customer monitoring of systems.
• Under limited supervision performs customer support of billing inquiries, service requests, sales support, system failures and capacity issues.
• Under limited supervision troubleshoots, diagnoses and resolves complex or high priority escalated issues, working with the development team or sales team as necessary.
• Problem solves issues and provides recommendations.
• Utilizes best practices for start-up and shutdown of internal customer support systems, recovery procedures, scheduling and backups.
• Provides informal guidance to others to resolve issues with clients, exchanges, internal customers.
• Makes recommendations to improve information to customers/clients regarding new products or product updates or changes.
• Under minimal guidance administers and maintains client/customer data systems.

Qualifications

• Education Required: Bachelor’s degree required, comparable experience may be substituted
• Experience Required: At least 6 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

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.