B2B Customer Tech Support Analyst

Mastercard; México; Presencial; MXN 180.000 - 260.000; Jornada completa

Descripción de la vacante

Mastercard seeks a Customer Technical Services Analyst to ensure SLA compliance and high customer satisfaction across the service lifecycle. This client-facing role involves B2B support through email, tickets, and phone for the Arcus portfolio, with a focus on resolving issues and delivering reliable service.

You will collaborate with global teams, escalate complex problems, and contribute to continuous improvement.

Formación

• 2+ years in B2B customer support roles.
• Familiar with Mexico's digital payments ecosystem.
• Fully fluent in English and Spanish.
• Experience with Jira, ServiceNow, Remedy.
• Experience with Avaya is a plus.

Responsabilidades

• Provide B2B support over email, ticketing, and phone.
• Act as first point of contact for Arcus client portfolio.
• Elevate issues requiring input from internal support teams or vendors.
• Create operations reports based on client needs.
• Identify opportunities to improve Arcus product offering.
• Take responsibility for continuous customer service improvement.

Conocimientos

B2B customer support

English & Spanish

Communication skills

Initiative & accountability

Herramientas

Jira

ServiceNow

Remedy

Avaya

Postman

Insomnia

Descripción del empleo

Mastercard seeks a Customer Technical Services Analyst to ensure SLA compliance and high customer satisfaction across the service lifecycle. This client-facing role involves B2B support through email, tickets, and phone for the Arcus portfolio, with a focus on resolving issues and delivering reliable service.

You will collaborate with global teams, escalate complex problems, and contribute to continuous improvement.