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Origination Delivery Support Specialist
hace 1 hora
Plata es una empresa de tecnología y servicios financieros digitales que busca convertirse en la primera opción de servicios financieros en el mercado mexicano que brinda a todos sus clientes soluciones financieras a través de la inclusión, la simplicidad, la conveniencia, la confianza y la seguridad.
Objetivo de la posición:
Brindar soporte operativo y técnico oportuno a embajadores y clientes, asegurando la continuidad del flujo de trabajo, una experiencia de cliente positiva y la correcta gestión, análisis y escalamiento de incidencias dentro de los procesos de originación, actuando como primer punto de contacto para la resolución y canalización de issues operativos y técnicos.
Responsabilidades del puesto:
Atender consultas e incidencias operativas y técnicas de embajadores y clientes, de forma presencial o por los canales definidos.
Asegurar que el flujo de trabajo de los embajadores no se vea interrumpido por problemas técnicos u operativos.
Resolver issues de clientes siempre que esté dentro de su alcance y lineamientos.
Identificar patrones de fallas y comportamientos recurrentes en los procesos o sistemas.
Realizar investigaciones iniciales y triage de tickets para filtrar, clarificar y priorizar problemas antes de su escalamiento.
Escalar incidencias siguiendo los procesos y flujos establecidos, asegurando que la información sea clara y completa.
Actuar como punto de contacto durante emergencias relacionadas con embajadores u operación.
Recopilar información relevante de forma rápida y estructurada para apoyar la resolución de incidentes.
Dar seguimiento hasta la estabilización del proceso o sistema afectado.
Fomentar el uso correcto de tickets y canales de reporte entre embajadores y líderes.
Guiar a los equipos sobre cómo levantar incidencias con la información necesaria para acelerar su resolución.
Promover una cultura de feedback y mejora continua en la operación.
PERFIL DEL PUESTO
- Mínimo 6 meses de experiencia en áreas operativas (soporte, operaciones, service desk, back office, contact center, etc.).
- Alta orientación a servicio y resolución de problemas.
- Habilidad para trabajar bajo presión y gestionar múltiples incidencias simultáneamente.
- Buen manejo de prioridades y organización.
- Experiencia en seguimiento de tickets y cumplimiento de tiempos de respuesta (SLA).
- Manejo de Jira (requerido) u otras herramientas de ticketing.
- Conocimiento básico de SQL (deseable).
- Capacidad para analizar información, identificar patrones y detectar fallas de proceso.
- Comunicación clara, estructurada y orientada a resolución.
- Capacidad para documentar incidencias de forma precisa y explicar problemas para su correcto escalamiento.
- Mentalidad de mejora continua y prevención de incidencias.
Escolaridad
Bachillerato concluido. Licenciatura preferible.
Idiomas
Inglés básico–intermedio.
Prestaciones y condiciones
- Prestaciones de Ley
- Seguro de Gastos Médicos Mayores
- Seguro de Vida
- Plan de carrera y crecimiento
- 12 días de vacaciones
- 15 días de aguinaldo
- 25% de prima vacacional
- Trabajo presencial en oficinas
