Afterhours Support Specialist

hace 1 día

Ciudad Juárez, México Mastercard A tiempo completo

Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a
culture of inclusion
for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Afterhours Support Specialist
Overview
The Afterhours Support Specialist of MC's main objective is to ensure compliance with the SLA's service levels agreed with our customers as well as achieve high levels of satisfaction over the entire service life cycle by getting involved and contributing in processes that can range from the design of new solutions, going through tasks related to the operation and administrative issues to continuous improvement processes. They are highly trained professionals, equipped with advanced tools with in order to achieve greater operational efficiency.
Professional Skills

- Exhibits general knowledge of Master Card business processes, systems, products, customers and how they impact own area of work.
- Takes initiative and accountability for unforeseen delays and obstacles, openly communicates situation and adjusts resources to leverage each other’s strengths.
- Exhibits a high level of interest in global business trends and their impact on local businesses.
- Exhibits effective oral, written and non-verbal communications with stakeholders within Master Card and delivers high quality work, in Spanish and English.

Customer Management

- Ensure handovers are adequate to maintain customer satisfaction and performance targets.
- Telephone calls to be answered within set targets.
- Demonstrate and understand the importance of our customer’s services and owner every enquiry, request or problem.
- Capability to lead with complex situations in a professional manner with empathy and provide the best customer’s experience.
- Appropriately identification of improvement points.

Responsibilities

- Intakes and documents detailed and accurate information on customer issues, concerns, and requests for enhancements
- Assists customers with completing service inquiries through research, suggests diagnoses using readily available tools, and provides business and operational knowledge to assist in technical and operational support
- Clarifies customer inquiries regarding in-place documentations or presentations; may pull and review basic code as needed
- Interacts directly with internal customers under supervision and according to established protocols
- Collaborates with other team members to facilitate internal consultation process and to answer basic customer questions

About the role
In this client-facing position, you will:

- Provide B2B support over 3 main channels: E-mail, Ticketing systems and phone.
- Act as the first point of contact and resolution for all the Arcus client portfolio.
- Properly escalate issues that might need input for internal support teams or vendors,
- Create operations related reports based on client needs
- Identify opportunities to improve Arcus product offering.
- Take responsibility for continuous customer service improvement

All About You
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 completely fluent in English and Spanish
- Have experience working with ticketing systems like; Jira, Service Now and Remedy.
- Experience in managing and controlling controlling Telephony software, Avaya is a plus.

As Nice to have:

- Contain certain experience with API debugging and testing apps like Postman and

Insomnia.

- Intermediate or advance excel knowledge is a plus.

Corporate Security Responsibility

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

  • Afterhours Support Specialist

    hace 2 meses

    Ciudad de México, CDMX Mastercard A tiempo completo

    Our Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...

  • IT Support Specialist

    hace 2 semanas

    Naucalpan de Juárez, México Sybex Support Services Llc A tiempo completo

    Company Overview: Sybex Support Services Llc is a leading provider of IT support services, dedicated to delivering exceptional customer experiences.Salary: $60,000 - $80,000 per annum, depending on experience.Job Description: As an IT Support Specialist, you will be responsible for providing technical assistance to clients across various platforms, including...

  • IT Support Specialist

    hace 4 días

    Juárez, Chihuahua, México Johnson Controls International A tiempo completo

    Job DescriptionWe are seeking a highly skilled IT Support Specialist to join our team at Johnson Controls International.About the Role:The IT Support Specialist will be responsible for performing various tasks related to the installation, change, repair, and disposal of hardware and software of PC's, as well as servers and voice and data network...

  • Operational Support Specialist

    hace 4 semanas

    Juárez, Chihuahua, México Brp A tiempo completo

    Job SummaryWe are seeking a highly skilled Operational Support Specialist to join our team at BRP. As an integral part of our organization, you will be responsible for providing administrative support to our management and departments.

  • Technical Support Specialist

    hace 1 mes

    Juárez, Chihuahua, México Cognizant A tiempo completo

    We are seeking an exceptional Technical Support Specialist to join our team at Cognizant. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our clients. Your advanced troubleshooting skills will enable you to resolve complex technical issues efficiently.Key Responsibilities:Advanced troubleshooting and...

  • Technical Support Specialist

    hace 2 meses

    Ciudad de México, Ciudad de México Nuvit Service A tiempo completo

    Technical Support SpecialistWe are seeking a skilled Technical Support Specialist to provide top-notch assistance to our customers. As a Technical Support Specialist, you will be responsible for diagnosing and resolving software and hardware issues, as well as helping our customers install applications and programs.Key Responsibilities* Provide technical...

  • Technical Support Specialist

    hace 1 mes

    Juárez, Chihuahua, México Cognizant A tiempo completo

    We are seeking an exceptional technical support specialist to join Cognizant. As a technical support specialist, you will be responsible for providing top-notch technical support to our clients.Key Responsibilities:Advanced troubleshooting and problem-solving capabilities for AV devicesManage IT asset lifecycle management for the location/regionBasic...

  • Customer Support Specialist

    hace 6 meses

    Ciudad de México Sur A tiempo completo

    We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent...

  • Production Support Specialist II

    hace 1 mes

    Juárez, Chihuahua, México Johnson & Johnson A tiempo completo

    Job SummaryWe are seeking a highly skilled Production Support Specialist II to join our team at Johnson & Johnson.This role is responsible for maintaining, completing setups and repairs of production line equipment, ensuring compliance with Good Manufacturing Practices (GMPs), and providing solutions to complex manufacturing problems.

  • Help Desk Specialist

    hace 3 semanas

    Naucalpan de Juárez, México Sybex Support Services Llc A tiempo completo

    About the RoleWe are seeking a highly skilled Help Desk Specialist to join our team at Sybex Support Services Llc. As a Help Desk Specialist, you will be responsible for providing top-notch technical support to our clients.Job SummaryThe ideal candidate will have excellent communication skills and a strong ability to troubleshoot complex technical issues....

  • Administrative Support Specialist

    hace 2 semanas

    Juárez, Chihuahua, México The Toro Company A tiempo completo

    We are seeking a highly skilled Administrative Support Specialist to join our team at The Toro Company.OverviewThe ideal candidate will possess strong organizational and communication skills, with experience in administrative support roles, preferably in the Human Resources area. ResponsibilitiesAs an Administrative Support Specialist, you will be...

  • Executive Support Specialist

    hace 4 semanas

    Ciudad de México, Ciudad de México Netflix A tiempo completo

    About NetflixWe are an innovative company seeking a highly organized and skilled Executive Support Specialist to join our Latin America Pan-Regional PR teams.

  • Business Support Specialist

    hace 4 semanas

    Ciudad de México, Ciudad de México Takeda A tiempo completo

    Job Title: Business Support SpecialistJob Summary:We are seeking a highly organized and detail-oriented Business Support Specialist to join our team. The successful candidate will provide administrative support to our global development teams, ensuring seamless operations and exceptional customer service.Key Responsibilities:Provide administrative support to...

  • Technical Support Specialist

    hace 1 mes

    Ciudad de México, Ciudad de México Recooty A tiempo completo

    Role OverviewWe are seeking a skilled Technical Support Specialist to join our team at Recooty. As a Technical Support Specialist, you will play a critical role in providing top-notch customer service and technical support to our clients.Key ResponsibilitiesAssist customers with technical customer service inquiries and requests via emailOptimize front-end...

  • Operations Engineering Support Specialist

    hace 2 semanas

    Ciudad Apodaca, Nuevo León, México Celestica A tiempo completo

    Job SummaryWe are seeking a highly skilled Operations Engineering Support Specialist to join our team. As a key member of our engineering group, you will be responsible for providing technical support and expertise in the setup, operation, and maintenance of manufacturing equipment.

  • IT Support Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    Unlock Your Potential with Thomson ReutersWe are seeking a highly motivated IT Support Specialist to join our global service management team. As a key contributor, you will play a vital role in supporting our clients across the globe.

  • Telecommunications Support Specialist

    hace 4 semanas

    Juárez, Chihuahua, México Flo Networks A tiempo completo

    Job SummaryFlo Networks, a leading provider of telecommunications services between the United States and Mexico, is seeking an experienced Telecommunications Support Specialist to join our NOC team in Ciudad Juarez, Chihuahua, Mexico.About UsWe provide connectivity and managed services to Fortune 1000 companies, telecommunications, and cable companies...

  • Cloud Support Specialist

    hace 1 mes

    Ciudad de México, Ciudad de México TechBiz Global GmbH A tiempo completo

    About TechBiz Global GmbHWe are seeking a highly skilled Cloud Support Specialist to join our team.As a Cloud Support Specialist, you will be responsible for managing support tickets using CRM tools, providing front-line technical support with exceptional customer service, and troubleshooting customer inquiries and questions.Key Responsibilities:Manage...

  • Technical Support Specialist

    hace 1 mes

    Ciudad de México, Ciudad de México Nuvit Service A tiempo completo

    Job Description:We are seeking a skilled Technical Support Specialist to join our team at Nuvit Service. In this role, you will be responsible for providing enterprise-level technical support to our customers. This will involve diagnosing and resolving software and hardware issues, as well as assisting customers with the installation of applications and...

  • Digital Product Support Specialist

    hace 2 semanas

    Ciudad de México, Ciudad de México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    Company OverviewServicios Comerciales Amazon Mexico S. de R.L. de C.V. is a leading e-commerce company that enables independent authors, content creators, and publishers to publish their content as eBooks for distribution to the Kindle Store, Kindle Unlimited, and the Kindle Owners' Lending Library.The Kindle Ingestion and Expansion (KIX) team plays a...