Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Senior Technician, Customer Technical Services
Overview
• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Arcus/Mastercard
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• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues
Role
• Serves as a technical resource to assist with the resolution of customer inquiries; collaborating with more senior resources to ensure complete and prompt response to issues received via support channels
• Supports testing as well as process improvements efforts with the voice of the customer in mind
• Reviews customer issue logs and assists with resolution development, escalating issues that require more advanced knowledge regarding Arcus SPEI product
• Gains exposure to Mastercard products/services within a particular discipline or product line
• May provide guidance to less experienced team members related to SPEI product
All About You
• 3 year experience in tech support roles
• Knowledge in SPEI and Mexico Banking system is desired
• Experience assisting troubleshooting efforts to develop a high-quality customer resolution
• Demonstrated knowledge of customer technical service standards, processes and tools
• Experience delivering accurate and timely resolutions without direct supervision
• Excellent communication skills, fluent in Spanish and English
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.