Technical Services Lead

hace 5 horas


Xico, México Mastercard A tiempo completo
Job Title: Lead Customer Technical Services Analyst

We are seeking a highly skilled and experienced Lead Customer Technical Services Analyst to join our team at Mastercard. As a key member of our customer support team, you will be responsible for providing exceptional technical support to our business customers, ensuring their satisfaction and retention.

Key Responsibilities:
  • Provide high-level technical customer service and support across a diverse range of customer inquiries
  • Contribute to customer experience by supporting Mastercard's open API Platform and providing Level 1 and Level 2 technical gateway and development sandbox support
  • Ensure customer resolution efforts adhere to Mastercard standard processes and procedures
  • Lead medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline
  • Provide guidance to less experienced team members
Requirements:
  • Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
  • Experience implementing process improvements according to standard procedures
  • Experience serving as the go-to person for delivering high-quality technical resolutions in a timely manner
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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