Description
Our Purpose
We 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 Summary
Senior Technician, Customer Technical Services Who 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.
Overview
The Arcus by Mastercard department team is looking for a Senior Customer Technical Services Technician to drive our customer experience strategy forward by consistently innovating and problem-solving. The ideal candidate is passionate about the payments industry in Mexico, and is highly motivated, intellectually curious, analytical, and possesses an customer centric mindset.
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 technical 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.
Contain certain experience with API debugging and testing apps like postman and insomnia
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.
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