Senior Customer Support/Operations Analyst (Chihuahua)

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.

Key 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 mínimal guidance administers and maintains client/customer data systems.

Qualifications

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