Title and Summary

Customer Technical Services Analyst II

Overview

• Based within Gateway Support you will provide Level 2 technical support to the Mastercard Level 1 Legacy Payment Gateway Support team in Manila, Philippines, as well as internal and external customers. Hours of work are 40 hours per week which are worked between 7:00 a.m. and 7:00 p.m., Sunday to Thursday.
However, from time to time you may be required to work beyond the stipulated hours due to operational requirements. Your Base Salary includes payment for all hours worked. You will not be entitled to any additional payment in respect of additional hours worked unless otherwise specified.

• Technical and general support is provided to customers through your direct support of the Level 1 team in Manila, following phone or email escalation 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

• Manage the administration of merchant on boarding, profile configuration and reporting
• Provide second level technical support to the Level 1 Legacy Support team based in Manila Phillipines for the purpose of providing operational support of the MasterCard Legacy Payment Gateway platform;
• Supports and manages escalated 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;
• Complete daily handover meetings with the Asia Pacific and US teams to ensure continuous follow the sun support
• 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
• Experienced in a technical customer service role
• Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required
• Ability to utilize APIs and use Postman.
• Splunk experience is a plus
• SQL basic knowledge
• Knowledge of eCommerce/payments industry products and services
• An understanding of the internet, web programming languages and IP networking
• Proven ability and excellent track record in meeting and exceeding customer specific SLA's coupled with solid problem-solving skills
• Demonstrated experience in CRM and Microsoft Office applications

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.