Junior User Support Analyst

Description

Job Summary: BBVA is seeking a Junior User Support Analyst to provide first-level support and resolve operational and technical-functional inquiries for internal users and branches. Key Highlights: 1. First-level support for internal users and branches 2. Management of inquiries, incidents, and operational issues 3. Collaboration in continuous process improvement **Excited to grow your career?** BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with profiles as diverse as financiers, legal experts, data scientists, developers, engineers and designers. **About the job:** At BBVA, we are looking for a **Junior User Support Analyst** to join our User Support team. If you are motivated to provide support, resolve inquiries, and serve as the first point of contact to assist users from central departments and branches, this opportunity may be right for you. **What will be your challenge?** -------------------------- You will be responsible for providing first-level support for operational and technical\-functional inquiries, acting as the single point of contact for users from central departments and branches. Your main responsibilities will be: * Providing first-level assistance and support to internal users and branches. * Receiving, analyzing, classifying, and registering inquiries, incidents, and operational issues. * Tracking incidents and escalating them when appropriate. * Gathering information on recurring issues through contact with branches. * Publishing alerts and communications related to widespread or high-criticality incidents. * Preparing reports and summaries based on registered incidents. * Managing creation, deletion, and modification of departmental email accounts. * Collaborating in the continuous improvement of support and service processes. **What are we looking for?** ------------------ * Minimum of **2 years** of experience in customer service, contact center, operational support, help desk, or banking branch roles. * Students or graduates of disciplines related to banking business (**mandatory**) * Knowledge of the operational functioning of a financial institution (valued). * Excellent oral and written communication skills. * Strong spelling, ability to synthesize information, and clarity when explaining procedures. * Ability to manage multiple inquiries simultaneously. * Service orientation, empathy, patience, and user focus. * Strong teamwork and problem-solving skills. **Work modality** ------------------------ * Hybrid model: **3 days onsite and 2 remote**. * Work location: BBVA offices. **Skills:** Agile Analysis, Communication, Drafting Reports, Machine Learning (ML), Quality Standards