Senior Customer Technical Services Analyst

Job Title:

Senior Customer Technical Services Analyst

Overview:

Overview
The Global Customer Delivery and Care team is looking for a B2B Senior Customer Technical Services Analyst to drive our customer experience strategy forward by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
Global Customer Service acts as a single point of contact for our external customers and internal business partners. GCS completes analysis of wide variety of customer's business and technical inquiries, providing end-to-end ownership. GCS is in essence 'The face of MasterCard' to ensure our customers receive world class support.

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)

Role  

• Capture detailed and accurate information about issues, concerns, and enhancements

• SLAs and daily deliverables

• Resolving and responding to client's issues- quickly

• Meet or exceed target departmental objectives related to key performance on issue resolution, customer satisfaction and overall availability to handle customer inquiries

• Liaise with regional and country teams to understand the dynamics of the market and potential service and efforts needed to support operational inquiries

• Provide world class support leveraging our Shared Service support model while integrating new procedures across a regional and global network

• Communicate frequently and clearly with different products and understand future enhancements

• Create documentation materials to be leveraged in a re-useable scalable way so that the product line can be supported on a global level with minimal effort

• 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.

• 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

• Have a very good understanding of Core Payment Products (Credit Card/Pre-paid card/Debit Card and Cards Loyalty programs)

• Must be familiar with Card Payment Industries (Mastercard, Issuer & Acquirer)

• Card domain knowledge

• Excellent knowledge in SQL and APIs.

• Advanced interpersonal and team-oriented skills

• Advanced written and verbal communications skills

• Ability to adapt personal work style to accommodate an ever changing, diverse and global environment

• Ability to organize and prioritize multiple tasks simultaneously based on current business needs

Specific Skills needed

• You should be able to display superior Customer Service

• Must have financial acumen and understanding of the four-party process modelTo find US Salary Ranges, visit People Place. Under the Compensation tab, select "Salary Structures." Within the text of "Salary Structures," click on the link "salary structures 2025," through which you will be able to access the salary ranges for each Mastercard job family. For more information regarding US benefits, visit People Place and review the Benefits tab and the Time Off & Leave tab.

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