San Francisco Categories:
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
? Excellent written/verbal English in a business environment
? Strong written/verbal 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 |
