Senior Customer Technical Services Analyst

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
Global Customer Service acts as a single point of contact for our external customers to deliver a compelling customer experience. Global Customer Service analyzes a wide variety of business and technical inquiries, providing end-to-end ownership and resolution and ensuring Service Level Agreement adherence.
Purpose of job
- Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution
- Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications (e-mail)
Specifics
- Regional Global Customer Service responsibilities
- Regional Customer Support; Advanced understanding of Payment Products
- - Are you looking for a chance to start something from scratch?
- Have you always been a leader of change and part of the solution?
- Do you enjoy creating your own future and choosing the direction it takes?
Role
• Capture detailed and accurate information about issues and concerns to provide resolution or clarification as needed.
• Communicate frequently and clearly with various products owners, customers and various internal stakeholders and understand future enhancements
• Responsible for onboarding new products and migrations, creating customer service procedures, and managing communication and knowledge sharing, to ensure readiness of customer service teams across all functional internal and external teams
• Act as voice of customer within the company to achieve the best customer experience and increase awareness of customer feedback within the company.
• Negotiate, resolve and present to internal/external customers.
• Lead and/or participate in customer visits for training, education and operational support.
• Recommend and implement business or process improvements
• Provide leadership, mentoring, project leadership and delegation on an as-needed basis
• Should be flexible to provide Weekend and Night Shift support.
All About You
Knowledge / Experience:
• Technical/operations experience within financial/payments industry
• Expert customer service experience required.
• Expert knowledge of Payments Products (Credit/Pre-paid/Debit) and Four Party Payment Model (Issuer & Acquirer)
• Ability to clearly communicate business goals and strategy
• Ability to design and develop support model for products and define roadmap for providing support for business needs (troubleshooting, defining tools, etc.)
• Experience working on cross-functional and large projects
• Experience managing projects and work of Customer Operations teams

Skills/ Abilities:
• Excellent interpersonal skills and written and verbal communication skills.
• Technical and operational skills (MS Office, etc)
• Advanced analytical, problem resolution and project management skills, including negotiation and conflict resolution.
• Ability to adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs.

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.