Technical Support Team Lead

hace 2 días


Xico, México Mastercard A tiempo completo

Job Summary

The Technical Support Team Lead plays a crucial role in ensuring the delivery of exceptional customer service to Mastercard's clients. This position is responsible for leading a team of technical support specialists and ensuring that customer inquiries are resolved efficiently and effectively.

Key Responsibilities

  • Lead a team of technical support specialists to ensure compliance with service level agreements (SLAs) and achieve high levels of customer satisfaction.
  • Collaborate with internal stakeholders to design and implement new solutions that meet customer needs.
  • Develop and maintain knowledge of Mastercard's business processes, systems, and products to provide expert technical support.
  • Communicate effectively with customers to understand their needs and provide tailored solutions.
  • Identify opportunities for process improvements and implement changes to enhance customer experience.

Requirements

  • Strong leadership and communication skills to lead a team of technical support specialists.
  • Excellent problem-solving and analytical skills to resolve complex customer issues.
  • Ability to work in a fast-paced environment and prioritize multiple tasks simultaneously.
  • Strong knowledge of Mastercard's business processes, systems, and products.
  • Fluency in English and Spanish.


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