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
Customer Technical Services Analyst IJob OverviewPart of a Global Support team within the Customer Technical Services (CTS), department providing support and triage services to global business partners and customers at all levels within the organization. CTS currently provides global support to customers based out of a multitude of regional offices. It is equally important for the position to develop a great understanding of all technical changes and how this will directly impact our customers or business partners.
Some of the major accountabilities are, but not limited to the following:
o Provide customer service to our customers and business partners and manage daily workflow coordination of inbound support inquiries
o Act as the front line liaison to our customers and business partners to provide initial triage and diagnostic processes to determine customer impact
o Deep understanding of accessing root databases and ability to run manual queries and interpret results to analyze platform activities and correlation to customer queries
o Deliver quality intelligence and responses to customers in a technical but interpretable to our customer base
o Adhere to any committed Service Level Agreements (SLA's), Data Usage & Protection/Privacy and PCI policies
o Collaborate across second level and development teams to discuss escalated and advanced technical issues
o Obtain a great knowledge of key system and products to become a technical SME within the CTS Support Team to provide but not limited to the following attributes:
o Act as liaison between the business and technical teams in such areas as development, testing teams, quality assurance, and product owners
o Interpret technical layouts and designs
o Prioritize and identify cross application/system enhancements, i.e. improve team efficiency
o Determine development impacts to current processing and work with development and users to ensure accuracy of enhancements
o Assist with the development and execution of test plans
o Perform analysis of system requirements and work closely with developers
o Assist with review sessions of technical requirements
o Document and coordinate audit controls and PCI requirements
o Create and maturgestics through
Education
o Bachelor’s degree in information technology, Computer Science, or Management
o Information Systems or equivalent combination of relevant experience and education.
Knowledge / Experience
o experience in related field; prior work experience preferred minimum 3 years’ experience.
o Good technical knowledge and capability in understanding API interfaces and SQL
o Communication across and up an organization
o Demonstration of MC Core Competencies
o technical support / customer service experience of B2B environment.
Skills/ Abilities
o High degree of initiative and self-motivation with a willingness and ability to learn and take on challenging opportunities
o Must be a team player, detail-oriented, proactive and have the ability to function under pressure in an independent environment; possess leadership initiative and self-motivation to drive results
o Ability to work with global business partners at all levels within the organization demonstrating strong communication skills (both verbal and written)
o Possess strong relationship management, collaboration, organizational and prioritization skills with a sense of urgency
o Preferred Skills: SQL, UNIX, and Oracle environments; experience in understanding API interfaces, and SQL logic.
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.