Senior Technician, Customer Technical Services
hace 3 semanas
Our PurposeWe 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 aculture of inclusionfor 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 SummarySenior Technician, Customer Technical ServicesWho is Mastercard?Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.OverviewAbout the roleIn 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 portafolio.Properly escalate issues that might need input for internal support teams or vendors,Create operations related reports based on client needsIdentify opportunities to improve Arcus product offering.Take responsibility for continuos customer service improvementAll About YouHave at least 2 years of experience in b2b technical support rolesBe familiarized with the current digital payment ecosystem in MexicoBe completely fluent in English and SpanishHave experience working with ticketing systems like; Jira, Service Now and Remedy.Contain certain experience with API debugging and testing apps like postman and insomniaCorporate Security ResponsibilityAll 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.
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