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.
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Title and Summary
Customer Technical Services Analyst
• Technical support is provided to customers following phone or email requests from both internal and external customers
• You will need to bring with you to this role your drive to learn and develop as well as demonstrate effective communication skills in both written and verbal forms
Role
• Providing technical support to MasterCard customers, partners, service providers and other MasterCard departments;
• Supports and manages technical incidents that are recorded and tracked within the CRM system and where required, raised to the Engineering team for development/bug fixes.
• Prepare and distribute communications with customers, partners, services providers and other MasterCard departments, including communications throughout incidents, as well as general reporting and informational communications;
• Complete daily, weekly and monthly administration tasks;
• Ensure that the Manager is always informed of workload status and details of key issues;
• Work to ensure that the team can meet or exceed agreed Service Level Agreements
• Adhere to and follow MasterCard policies and procedures in all activities;
• Continuously develop knowledge of all relevant MasterCard products and services;
All About You
• Solid Customer Service experience
• Knowledge of eCommerce and payments' industry products and services
• Strong Numerical and application log analytical skills
• Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required
• SQL database query writing - Desirable
• Hands on Rest API knowledge - Desirable
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.