San Francisco Categories:
Bilingual Technical Customer Operations Analyst (Spanish/English) Xoom
THIS JOB HAS EXPIRED
Key Objectives and Responsibilities: Proactively monitor all internal Xoom and Xoom Partner systems to ensure optimal transaction efficiency, responding to alerts according to predefined guidelines
Manage enterprise-wide communication of any processing variance in accordance with communication standards, including detailed RCA for all issues
Thoroughly and efficiently gather all customer information required to assess/resolve customer impacting transaction issues
Resolve Tier 1 level network issues in a timely fashion, engaging Partner organizations as appropriate and providing responses w/in designated SLAs
Build strong working relationships with Xoom partners, including definition of escalation paths, response SLAs, etc.
Actively participate in the technical design and implementation of new integrations with Xoom Partners, providing support to lead Integration Manager and validate architecture through testing
Maintain strong working knowledge of all aspects of Xoom and Xoom Partner processing, document and constantly maintain current information using internal Xoom internal tools
Provide regular reports of partner performance, including SLA attainment, outage detail/RCA and continuous improvement initiatives
Maintain Xoom Partner account information including agent locations, user logins and other information required by internal and external customers
Meet or exceed established team performance goals
Participate in team/department huddles and meetings
Foster education and skill development with team members and internal customers
Requirements:
2-5 years network operations experience
Bilingual in written/verbal English and Spanish in a business environment
Customer operations experience
Strong command of MS Office applications
Excellent interpersonal/communication skills
Highly developed sense of integrity and commitment to customer satisfaction
Strong independent decision making skills
Excellent attention to detail
Demonstrated ability to foster strong professional relationships with internal and external customers
Ability to work extended/flexible hours, including weekends, holidays, evenings, etc. as necessary
Education:
4 year college degree or equivalent experience
| Location: | 301 Brannan Street 5th Floor San Francisco, CA 94107 United States |
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THIS JOB HAS EXPIRED
Xoom
Investors: Fidelity Ventures, NEA, Sequoia CapitalAll Jobs: at Xoom
| Web Site: | www.xoom.com |
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| Headquarters: | 301 Brannan Street 5th Floor San Francisco, CA 94107 United States |
| Industry: | Financial Services |
