.Technical Support Team Lead - Afternoon ShiftMXN 200,000 - 400,000Time Type: Full timePosted on: Posted 13 Days AgoOur 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 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.Job Description SummaryThe 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 in order to achieve greater operational efficiency.ResponsibilitiesIntakes 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.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.Professional SkillsExhibits 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
