Title and Summary

Technical Support Team Lead - Afternoon Shift

Job Description Summary
The Technical Support Team Lead 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 MasterCard 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 MasterCard 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 portafolio.
- 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 continuos 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.
As Nice to have:
- Contain certain experience with API debugging and testing apps like Postman and Insomnia.
- Experience in managing and controlling calling software, Avaya is a plus.
- Availability to work afternoon shift

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.