Senior Payments & Data Support Specialist

Neumo; Región Centro; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Neumo is seeking a Senior Customer Support Specialist (Tier 2) in Guadalajara to provide advanced support for citizens and agency users on Neumo platforms, focusing on payment processing, transactional data, reporting, and financial workflows.

This data-heavy role requires strong analytical skills, knowledge of payment lifecycles, and the ability to investigate issues end-to-end. Some IT/system support is involved, with an emphasis on data-driven resolutions.

Formación

• Native or near-native English proficiency with strong comprehension and written communication skills.
• 6+ years of experience in a related field (customer support, operations, finance, payments, or data-focused roles).
• 4+ years of hands-on experience supporting payment processing and transactional systems.
• Experience with payment data, transaction records, reporting and reconciliation.
• Experience working with ticketing systems and structured support environments.
• Experience in public sector, fintech, or regulated environments.

Responsabilidades

• Serve as a Tier 2 escalation point for complex customer support cases related to payment processing, transaction failures, discrepancies, reversals, refunds, settlements, and reconciliation issues.
• Investigate issues across the full transaction lifecycle including payment initiation, authorization, processing, posting and reporting.
• Analyze transactional data to identify root causes and provide clear, accurate resolutions.
• Communicate effectively with customers, internal teams, and stakeholders on payment status and outcomes.
• Maintain detailed documentation of cases, findings, and resolutions in the ticketing system (e.g., Service Cloud).
• Escalate complex or unresolved issues with full context and data-backed analysis.
• Contribute to team knowledge by documenting recurring issues, workflows, and best practices related to payments and transactions.
• Ensure a high standard of professionalism, accuracy, and customer satisfaction at all times.
• Support system or platform troubleshooting as needed.

Conocimientos

Data analysis

Attention to detail

Customer communication

SQL basics

English proficiency

Salesforce / Service Cloud

Herramientas

Salesforce / Service Cloud

Descripción del empleo

Neumo is seeking a Senior Customer Support Specialist (Tier 2) in Guadalajara to provide advanced support for citizens and agency users on Neumo platforms, focusing on payment processing, transactional data, reporting, and financial workflows.

This data-heavy role requires strong analytical skills, knowledge of payment lifecycles, and the ability to investigate issues end-to-end. Some IT/system support is involved, with an emphasis on data-driven resolutions.