Bilingual Customer Tech Services Analyst

MasterCard; Ciudad de México; Presencial; MXN 350.000 - 550.000; Jornada completa

Descripción de la vacante

Mastercard in Mexico City seeks a Customer Technical Services Analyst to ensure SLA compliance and deliver high customer satisfaction throughout the service life cycle. This position supports B2B clients via email, tickets, and phone, and requires proactive collaboration with internal teams to optimize operations.

The ideal candidate will be fluent in Spanish and English and comfortable navigating complex customer inquiries.

Formación

• Experience with B2B customer support and SLA adherence.
• Fluent in English and Spanish; strong written and verbal communication.
• Experience with Jira/ServiceNow/Remedy ticketing systems.

Responsabilidades

• Intake and document detailed customer issues and requests for enhancements.
• Assist customers with service inquiries using available tools and diagnose issues.
• Clarify inquiries and review documentation; may review basic code as needed.
• Collaborate with internal teams to support customers and improve processes.
• Create operations-related reports based on client needs.

Conocimientos

MasterCard processes knowledge

Initiative & accountability

Global business trends

Effective bilingual communication

Herramientas

Jira

ServiceNow

Remedy

Descripción del empleo

Mastercard in Mexico City seeks a Customer Technical Services Analyst to ensure SLA compliance and deliver high customer satisfaction throughout the service life cycle. This position supports B2B clients via email, tickets, and phone, and requires proactive collaboration with internal teams to optimize operations.

The ideal candidate will be fluent in Spanish and English and comfortable navigating complex customer inquiries.