30 ene
Oportun
Guanajuato
.Department Overview:Overview:The Incident Analyst work to manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided services.
Follow incident management protocols and restore provided services to normal operation as quickly as possible.
**Responsibilities**:- Identify, Learn and Support for appropriate hardware and any authorized desktop software.- Perform post-resolution follow ups to ensure fulfillment.- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls.- Forming collaborative action plans with specific actions, roles and deadlines,
and ensuring these are completed.- Attend incoming requests and issues via all approved communication channels to ensure courteous, timely and effective resolution.- Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution.- Being accountable for resolving the outage via workaround or permanent fix.- Racking project milestones, maintaining client correspondences, managing project scope, leading process design improvements, conducting system integration and undertaking project analysis.Qualifications:- Availability to work rotating shifts.- 3 years Customer service/satisfaction.- 2 years Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.- 2 years managing fundamental principles of ITIL/COBIT/SdaaS and support ticket systems understanding at Enterprise Scale- 2 years Mobile Devices iOS and preferred Android troubleshooting.- Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful,
customer-focused operations organization.- Exceptional Teamwork spirit with effectively work as part of a team, both locally and virtually (including international teams)- Strong problem solving and deductive reasoning skills.- Exceptional written and oral communication skills, ability to remain composed and professional in stressful, high pressure situations.- Ability to adapt quickly, learn new processes and develop new skill sets, continuous learner.- Fluent in Spanish and English.- OKTA Admin- MS Exchange Admin- MS Azure Admin- MS Active Directory- ServiceNow- Five9 Admin/Supervisor- Network/VPN- Apple MACLI-SG1LI-REMOTEINDCompany Overview:**ABOUT OPORTUN**Oportun (Nasdaq: OPRT) is a financial services company and digital platform that provides responsible consumer credit to hardworking people in the United States.
Using A.I.Driven models that are built on years of proprietary customer insights and billions of unique data points, we have extended millions of loans and billions of dollars in affordable credit to consumers, the majority of whom live in low-and moderate-income communities
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