Technical & Business Operations Analyst (Guadalajara)

Job ID: ********

Travel: Minimal

Managerial: No

Location: Mexico-Guadalajara (AM)

Overview

The role involves handling incidents and service requests from customers or end‑users by following the standard methods and procedures of the unit.

Responsibilities

• Perform ticket analysis, service interruption analysis, triage of issues and follow‑up with relevant teams for resolution.
• Ensure all required ticket information (e.g., screenshot of error, customer ID) is available for further analysis and run methods and procedures to provide resolution to known/recurring issues.
• Perform queue management for assigning tickets to other teams, and follow up for timely resolution while tracking SLAs.
• Ensure timely resolution or escalation within the agreed SLA, creating a positive customer support experience and building strong relationships through professional communication.
• Update checklists for quali...