Technical Support Team Lead

hace 1 semana

Veracruz, Veracruz-Llave, México Mastercard A tiempo completo
Job Description

Job Summary

The Technical Support Team Lead will be responsible for ensuring compliance with service level agreements (SLAs) and achieving high levels of customer satisfaction throughout the service lifecycle. This role involves contributing to process design, operation, and administrative tasks, as well as continuous improvement processes.

Key Responsibilities

  • Collect and document detailed customer information, concerns, and requests for enhancements.
  • Assist customers with service inquiries through research, provide business and operational knowledge, and suggest diagnoses using available tools.
  • Clarify customer inquiries regarding documentation or presentations, and review basic code as needed.
  • Interact with internal customers under supervision and according to established protocols.
  • Collaborate with team members to facilitate internal consultation and answer customer questions.
  • Provide business-to-business support through email, ticketing systems, and phone.
  • Act as the first point of contact and resolution for the Arcus client portfolio.
  • Evaluate and escalate issues that require input from internal support teams or vendors.
  • Develop operations-related reports based on client needs.
  • Identify opportunities to improve the Arcus product offering.
  • Take responsibility for continuous customer service improvement.

Professional Skills

  • Exhibit knowledge of Mastercard business processes, systems, products, customers, and their impact on work.
  • Take initiative and accountability for unforeseen delays and obstacles, openly communicate situations, and adjust resources to leverage strengths.
  • Exhibit a high level of interest in global business trends and their impact on local businesses.
  • Exhibit effective oral, written, and non-verbal communication with stakeholders within Mastercard and deliver high-quality work in Spanish and English.

Customer Management

  • Ensure handovers are adequate to maintain customer satisfaction and performance targets.
  • Answer telephone calls within set targets.
  • Demonstrate and understand the importance of customer services and own every enquiry, request, or problem.
  • Lead complex situations in a professional manner with empathy and provide the best customer experience.
  • Identify improvement points.

Requirements

  • At least 2 years of experience in B2B Customer Support roles.
  • Familiarity with the current digital payment ecosystem in Mexico.
  • Fluency in English and Spanish.
  • Experience working with ticketing systems like Jira, Service Now, and Remedy.

Preferred Qualifications

  • Experience with API debugging and testing apps like Postman and Insomnia.
  • Experience in managing and controlling calling software, Avaya.
  • Availability to work afternoon shift.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization. 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.
  • Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

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