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
Senior Customer Technical Services Analyst
RESPONSIBILITIES
Enhances customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquires
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Serves as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquires
Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures
Represents the voice of the customer to product line, application team and shared services group
Conducts testing and support to identify opportunities for improvements with customer experience at the forefront
Leads medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline
Provides guidance to less experienced team members
JOB SPECIFIC EXPERIENCES
Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
Experience implementing process improvements according to standard procedures
Experience serving as the go-to person for delivering high quality technical resolutions in a timely manner
BROADENING EXPERIENCES
Experience managing and documenting results, decisions and processes for small to mid-sized projects
Experience drafting and delivering presentations to internal or external stakeholders
Extensive experience building relationships with colleagues from multiple areas within Mastercard
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.