Technician Consumer Support Services

hace 2 semanas

Xico, México Mastercard A tiempo completo

Our PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible.Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential.Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company.We cultivate aculture of inclusionfor all employees that respects their individual strengths, views, and experiences.We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.Job TitleTechnician Consumer Support ServicesOverview- Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard- Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products- Builds long-term customer relationships and ensures timely response and resolution of issuesRole- Serves as a technical resource to assist with the resolution of customer inquiries; collaborating with more senior resources to ensure complete and prompt response- Supports testing as well as process improvements efforts with the voice of the customer in mind- Reviews customer issue logs and assists with resolution development, escalating issues that require more advanced knowledge- Gains exposure to Mastercard products/services within a particular discipline or product line- May provide guidance to less experienced team membersAll About You- Experience assisting troubleshooting efforts to develop a high-quality customer resolution- Demonstrated knowledge of customer technical service standards, processes and tools- Experience delivering accurate and timely resolutions under direct guidance- 2 Years of experience in Technical support role- Knowledge in relevant ticketing systems (Jira, ServiceNow)Corporate Security ResponsibilityAll activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:- Abide by Mastercard's security policies and practices;- Ensure the confidentiality and integrity of the information being accessed;- Report any suspected information security violation or breach, and- Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

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