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Technical Support Team Lead

hace 2 meses

Ciudad de México, Ciudad de México Mastercard A tiempo completo
About the Role

In this client-facing position, you will:

  • Provide B2B support over multiple channels, ensuring seamless communication with clients.
  • Act as the primary point of contact and resolution for all client inquiries and issues.
  • Properly escalate complex issues that require input from internal support teams or vendors.
  • Create detailed reports based on client needs, highlighting opportunities for improvement.
  • Identify and implement strategies to enhance the Arcus product offering.
  • Take ownership of continuous customer service improvement initiatives.
Key Responsibilities

The Technical Support Team Lead will be responsible for:

  • Ensuring compliance with Service Level Agreements (SLAs) and achieving high levels of customer satisfaction.
  • Designing and implementing processes to improve operational efficiency.
  • Collaborating with internal teams to facilitate consultation and answer client questions.
  • Providing technical and operational support to clients, utilizing advanced tools and knowledge.
Requirements

The ideal candidate for this position should:

  • Have at least 2 years of experience in B2B Customer Support roles.
  • Be familiarized with the current digital payment ecosystem in Mexico.
  • Be fluent in English and Spanish.
  • Have experience working with ticketing systems like Jira, Service Now, and Remedy.
Preferred Qualifications

The following qualifications are desirable:

  • Experience with API debugging and testing tools like Postman and Insomnia.
  • Experience in managing and controlling calling software, such as Avaya.
  • Availability to work the afternoon shift.
Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with inherent risks 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.