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
Overview
• This role reports through to the Manager, Customer Technical Services
• Based within Gateway Support you will provide Level 2 technical support to the Mastercard Level 1 Legacy Payment Gateway Support team, as well as internal and external customers.
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• Hours of work are 40 hours per week which are worked between 7:00 a.m. and 7:00 p.m., days off are rotational
• Technical and general support is provided to customers through your direct support of the Level 1 team, 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 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
• Restful API Knowledge is a must.
• SQL, Splunk and postman is a plus.
• Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required
• 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 SLAs 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.