Enterprise Service Desk Agent

Oportun

Oportun

Leon, Guanajuato, Mexico
Posted on Friday, May 31, 2024

ABOUT OPORTUN

Oportun (Nasdaq: OPRT) is a digital banking platform that puts its 2.2 million members' financial goals within reach. With intelligent borrowing and savings, Oportun empowers members with the confidence to build a better financial future. Since inception, Oportun has provided more than $17.8 billion in responsible and affordable credit, saved its members more than $2.3 billion in interest and fees, and helped our members save an average of more than $1,800 annually. For more information, visit Oportun.com.

WORKING AT OPORTUN


Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups.

RESPONSIBILITIES

  • Support for computer hardware and any authorized desktop software
  • When the restoration of service is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members with proper/required documentation.
  • Develop trends by monitoring and analyzing incoming calls, problems and support requests
  • Attend incoming requests and issues via all approved communication channels to ensure courteous, timely and effective resolution.
  • Logging of each request or incident into ServiceNow
  • Correct categorization and prioritization of tickets according to Priority Matrix
  • Identify and learn appropriate software and hardware, used and supported by the organization
  • Perform post-resolution follow ups to ensure fulfillment.
  • Reinforce SLAs to manage end-user expectations

Required SKILLS & EXPERIENCE:

  • Ability to work in a fast paced environment and adapt as well as adopt new procedures and policies.
  • Analytical abilities to tie where and what, when processes are not documented.
  • 1-3 years Help Desk or IT support experience.
  • Excellent proactive problem solving and issue resolution skills Availability to work rotating shifts
  • Customer service/satisfaction experience is key.
  • Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities
  • Familiarity with the fundamental principles of ITIL/COBIT/SDaaS
  • Exceptional written and oral communication skills, ability to remain composed and professional in stressful, high pressure situations
  • 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
  • Windows OS, Mac OS
  • Mobile Devices iOS and preferred Android
  • Fluent in Spanish and English
  • Exceptional Resolution skills
  • Preferable good knowledge of the following:
    • OKTA Admin
    • MS Exchange Admin
    • MS Azure Admin
    • MS Active Directory
    • ServiceNow
    • Five9 Admin/Supervisor
    • Network/VPN
    • Apple MAC

#LI-REMOTE

#LI-GK1

We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.

California applicants can find a copy of Oportun's CCPA Notice here: https://oportun.com/privacy/california-privacy-notice/.

We will never request personal identifiable information (bank, credit card, etc.) before you are hired. We do not charge you for pre-employment fees such as background checks, training, or equipment. If you think you have been a victim of fraud by someone posing as us, please report your experience to the FBI’s Internet Crime Complaint Center (IC3).