Customer Technical Services Analyst II

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Customer Technical Services Analyst II

Overview
• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues
Responsibilities
• Enhances customer experience by providing high level technical customer service and support according to established policies and procedures
• Serves as technical resource accountable for analyzing, supporting and troubleshooting customer technical support inquires; provides alternate solutions as needed
• Contributes to testing efforts to identify opportunities for improvements with the voice of the customer in mind
• Implements process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies
• Assumes responsibility for small-sized projects/initiatives as an individual contributor with specialized knowledge of Mastercard's products/services within a particular discipline
• Reviews customer issue logs and proposes resolutions, escalating issues that require more advanced knowledge
• Gains exposure to Mastercard products/services within a particular discipline or product line
• May provide guidance to less experienced team members
Experiences
• Experience troubleshooting and responding to routine customer inquiries with high quality resolutions
• Experience assisting on process improvement initiatives according to standard procedures
• Experience delivering technical resolutions in a timely manner
• Have a good understanding of Core Payment Products (Credit Card/Pre-paid card/Debit Card)
• Must be familiar with Card Payment Industries (Mastercard, Visa, Issuer & Acquirer)
• Card domain knowledge
• Technical knowledge on SQL/Unix
• 3-5 years of experience in Card domain and willing to work in 24/7 shift environment
• Advanced interpersonal and team oriented skills
• Advanced written and verbal communications skills
• Ability to adapt personal work style to accommodate an ever changing, diverse and global environment
• Ability to organize and prioritize multiple tasks simultaneously based on current business needs
Specific Skills needed
• You should be able to display superior Customer Service
• Must have financial acumen and understanding of the four party process model.

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.