.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 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 SummaryTechnical Support Team Lead - Afternoon ShiftThe Customer Technical Services team 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.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.Exhibits effective oral, written, and non-verbal communications with stakeholders within MasterCard and delivers high-quality work, in Spanish and English.Customer ManagementEnsure 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 own every enquiry, request, or problem.Capability to lead with complex situations in a professional manner with empathy and provide the best customer experience.Appropriately identify improvement points.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 documentation or presentations; may pull and review basic code as needed.Interacts directly with internal customers under supervision and according to established protocols