Job Description

Our PurposeWe 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 for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team \xe2\x80\x93 one that makes better decisions, drives innovation and delivers better business results.Title and SummarySenior Customer Technical Services AnalystWho is Mastercard?Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.OverviewCustomer Technical Services (CTS) acts as a single point of contact for Schemes, Participants, business, and internal business partners, analyzing a wide variety of customer inquiries and providing end to end ownership of issues.
CTS provides first and second level technical support as well as drives system processing changes on behalf of Mastercard customers. Takes intelligence gained from servicing customers technical needs and provides feedback on business and process improvements to improve the customer experience.
Role
\xc2\xb7 Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution
\xc2\xb7 Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via approved support channels
\xc2\xb7 Capture detailed and accurate information issues, concerns and enhancements
\xc2\xb7 Collaborates with internal business partners to facilitate and support the internal implementation of any new product or technology enhancement, ensuring that customer \' voice\' is taken into account
\xc2\xb7 Responding and resolving to customers issues while meeting SLAs
\xc2\xb7 Meet or exceed target departmental objectives related to key performance on issue resolution, customer satisfaction and overall availability to handle customer inquiries
\xc2\xb7 Implements process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies
\xc2\xb7 Leads medium-sized projects/initiatives as an individual contributor with advanced knowledge of Mastercard\'s products/services within a particular discipline
\xc2\xb7 Devise, maintain, and manage Process maps, SOP & technical documentation for internal use
\xc2\xb7 Mentor junior colleagues by providing training to develop skills and capabilities across the teamAll About you
The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
\xc2\xb7 Experience in Operations, Customer Support, Service Desk or related fields (B2B)
\xc2\xb7 Advanced problem-solving skills troubleshooting and responding to routine customer inquiries with high quality resolutions
\xc2\xb7 Excellent written and verbal communication skills
\xc2\xb7 Experience in card operations with emphasis on authorizations, clearing, settlement and real-time payments is a plus
\xc2\xb7 Proven ability to interface directly with customers on most challenging/complex issues
\xc2\xb7 Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront
\xc2\xb7 Experience implementing process improvements according to standard procedures
\xc2\xb7 Experience creating Knowledge articles, SOP and Operational Process
\xc2\xb7 Willing to work in 24/7 shift environment
\xc2\xb7 Proactively seek out opportunities to improve support, software, and user experiences.
\xc2\xb7 Familiar with ITIL frameworkCorporate Security ResponsibilityAll 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\xe2\x80\x99s security policies and practices;Ensure the confidentiality and integrity of the information being accessed;Report any suspected information security violation or breach, andComplete all periodic mandatory security trainings in accordance with Mastercard\xe2\x80\x99s guidelines.

Mastercard