Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowFirst seen 47 days ago

Agente de Soporte Tier 2

NOVACARD18 open roles

Where
Ciudad de México, México, Mexico
Work mode
On site
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowAgente de Soporte Tier 2NOVACARD · Ciudad de México, México, Mexico

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on NOVACARD's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.8% of postings close within 7 days. Measured by our own scanner across the market. NOVACARD postings stay open a median of 38 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 13.8%7 days
  4. 22.3%14 days
  5. 37.8%30 days
  6. 59.0%60 days
This job: first seen 47 days ago

NOVACARD median: 38 days open

The posting

El Agente de Soporte Tier 2 es responsable de resolver los casos escalados desde Tier 1 que requieren mayor análisis, investigación y dominio de los productos y procesos de NOVACARD. El trabajo se gestiona íntegramente en nuestro Tier 2 Issue Tracker, donde cada caso se registra, se documenta con seguimientos y se cierra dentro de los tiempos de servicio (SLA) definidos.

Buscamos una persona organizada, analítica y orientada a resultados, capaz de manejar un volumen constante de casos sin descuidar la calidad ni los plazos. El desempeño se mide con indicadores objetivos del tracker (resolución, tiempo promedio y cumplimiento de SLA), que también forman la base del esquema de bonos.

• Atender y resolver tickets escalados desde Tier 1, investigando la causa raíz de cada caso.

• Registrar cada caso en el tracker con la información, prioridad y clasificación correctas.

• Documentar el avance mediante seguimientos oportunos, manteniendo un historial claro y auditable.

• Gestionar la cartera de casos abiertos de forma proactiva para evitar vencimientos de SLA.

• Coordinar con otras áreas (operaciones, riesgo, sistemas) cuando un caso lo requiera.

• Cerrar los casos con el estado correcto y la resolución debidamente justificada.

Apoyar a colegas actualizando casos compartidos cuando sea necesario

Formación y experiencia

• Escolaridad: bachillerato concluido; licenciatura (trunca o terminada) en administración, finanzas, sistemas o afín es deseable.

• Experiencia: 1 a 2 años en atención a clientes, soporte o contact center, idealmente con manejo de escalaciones o casos de segundo nivel.

• Sector: experiencia previa en banca, fintech, medios de pago o tarjetas es una ventaja importante.

• Herramientas: manejo de hojas de cálculo (Google Sheets / Excel) y sistemas de tickets o CRM.

Conocimientos y habilidades técnicas

• Capacidad de análisis y resolución de problemas para identificar la causa raíz de un caso.

• Comprensión de tiempos de servicio (SLA), prioridades y flujos de escalación.

• Atención al detalle en el registro y documentación de la información.

• Buena redacción para dejar seguimientos claros y profesionales.

• Comodidad trabajando con datos, estados y métricas de desempeño.

Habilidades personales

• Organización y gestión del tiempo para manejar múltiples casos en paralelo.

• Orientación a resultados y a la mejora continua de indicadores.

• Comunicación clara y empatía con el cliente y con el equipo.

• Autonomía y responsabilidad sobre la cartera de casos propia.

• Trabajo en equipo y disposición a apoyar casos compartidos.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against NOVACARD's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on NOVACARD's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    NOVACARD's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.