Customer Technical Services Analyst I

Purpose of job:

CTS provides operational and technical support for customers by proactively analyzing a wide variety of issues, determine needed actions, and follow through to resolution. We interact with customers to provide information in response to inquiries about products or services, handle, resolve or coordinate the resolution of customer issues. This role will be on the Commercial Support team which supports a specific set of Mastercard products within a business-to-business support model.

You are the right fit for this job if you:

• Are motivated to be a part of driving a world beyond cash
• Have a passion and drive to provide our customers an outstanding Mastercard experience
• View difficult situations and/or problems as opportunities for improvement and actively embraces change instead of emphasizing negative aspects.
• Proactively identify and develop new methods or improvements to address work challenges.

Role:

As a CTS Analyst I, you will:

• Need to have a basic to intermediate understanding of the four party payment process model
• Need a basic knowledge of MasterCard systems and can conduct basic configuration and cross system integrations.
• Serve as focal point for intermediary customer issues, concerns and requests for enhancements
• Meet or exceed target departmental objectives related to key performance on issue resolution, customer satisfaction and overall availability to handle customer inquiries
• May provide guidance to less experienced team members and manage smaller project/initiatives as an experienced individual contributor

This job requires some supervision; decisions and actions are based on established procedures and assigned tasks.

All About You:

To be successful in this job you should possess:
• A college education or equivalent work experience with emphasis in business, finance or information technology
• Previous experience in supporting internal and external customers
• Superior interpersonal and team oriented skills
• Effective written and verbal communications skills
• Analytical/problem solving and planning skills
• Intermediate computer skills (Mainframe, SQL, Microsoft Office)
• Familiarity with established operational protocols

Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

Pay Ranges
O'Fallon, Missouri: $49,000 - $78,000 USD