Technical Support Team Lead
hace 2 días
About the Role
We are seeking a highly skilled Technical Support Team Lead to join our team in Mexico. As a Technical Support Team Lead, you will be responsible for ensuring compliance with service levels agreed with our customers and achieving high levels of satisfaction over the entire service life cycle.
Key Responsibilities
- Provide technical support to customers through various channels, including email, ticketing systems, and phone.
- Collaborate with internal teams to resolve complex technical issues and improve customer satisfaction.
- Develop and maintain knowledge of Mastercard's products and services to provide accurate and timely support.
- Identify opportunities for process improvements and implement changes to enhance customer experience.
- Lead and mentor junior team members to ensure they have the necessary skills and knowledge to provide excellent customer support.
Requirements
- At least 2 years of experience in B2B customer support roles.
- Fluency in English and Spanish.
- Experience working with ticketing systems like Jira, Service Now, and Remedy.
- Strong problem-solving skills and ability to work in a fast-paced environment.
What We Offer
As a Technical Support Team Lead at Mastercard, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. We offer a competitive salary, comprehensive benefits package, and opportunities for career growth and development.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization. As a Technical Support Team Lead, you will be responsible for ensuring the confidentiality and integrity of the information being accessed and reporting any suspected information security violations or breaches.
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