Technical Customer Operations Analyst in Guatemala City at PayPal

Date Posted: 5/18/2018

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 237 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

Xoom, A PayPal Service, is revolutionizing the global digital money services market by providing people with an easy, convenient and cost-effective means of sending money worldwide. We offer a secure, fast and inexpensive means of sending money, paying bills and topping up prepaid services across multiple digital platforms to both online and offline recipients in approximately 70 countries and counting around the world.   

The Technical Customer Operations (TCO) Analyst will work on the Customer Operations Team for Xoom and be responsible for: Thoroughly and efficiently gather all customer information required to assess/resolve customer impacting transaction issues; 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 root cause analysis for all issues.

To be considered for this role, you must be a proficient strong command of MS Office applications, SQL, Networking, API understanding with experience using solid problem solving skills, technical aptitude and good interpersonal/communication skills. Project management experience desirable.

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
  • Monitor and detect partner SLA misses trends
  • Act as Project Manager and Subject Matter Expert to solve problems identified
  • Propose and follow up on improvement initiatives on internal team processes
  • Manage enterprise-wide communication of any processing variance in accordance with communication standards, including detailed root cause analysis for all issues
  • Thoroughly and efficiently gather all customer information required to assess/resolve customer impacting transaction issues
  • Act as Subject Matter Expert contact for TCO agents to resolve and coordinate integrations issues in a timely fashion, engaging Partner organizations as appropriate and providing responses within established time frames
  • Provide support to calculate acceptance criteria for new integrations
  • Proceed based on defined internal processes to execute and resolve internal and external teams requirements done through the ticket system Salesforce
  • Maintain strong working knowledge of all aspects of Xoom and Xoom partner processing, document and constantly maintain current information using internal Xoom internal tools
  • Maintain Xoom partners' account information including agent locations, user logins and other information required by internal and external customers
  • Maintain team’s accounts information including, user logins and other information required by internal and external tools
  • Ascertain that all cases/ticket handled are in compliance with existing runbooks and source materials
  • Perform quality checks on TCO agents cases and calls

Requirements

  • 2-3 years operations experience in a fast paced technical environment
  • 1-2 years of Project Management experience
  • Excellent written/verbal English and Spanish in a business environment
  • Ability to follow written processes and procedures
  • Ability to prioritize and coordinate multiple tasks simultaneously.
  • Strong command of MS Office applications, SQL, Networking, API understanding
  • Solid problem solving skills, technical aptitude and good interpersonal/communication skills
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Strong independent decision making skills
  • Excellent attention to detail, organizational and follow-up skills
  • Demonstrated ability to foster strong professional relationships with internal and external customers
  • Ability to work flexible hours, including weekends, holidays, evenings, etc. as necessary

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.

R0033041

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