Customer Technical Services Analyst II

Customer Technical Services Analyst II

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.

Job Overview: Part of the Global Customer Service organization providing superior support to Mastercard customers. This position requires excellent customer facing skillsets in both phone and written communication channels. The role will also be responsible for capturing detailed and specific technical aspects to raise awareness to Level 2 support teams to help resolve customer or internal issues while ensuring superior customer experiences. Some of the major accountabilities are, but not limited to the following:

• Provide customer service to our customers and business partners while managing daily workflow coordination in our case management system
• Act as the front line liaison to our customers and business partners in a support role documenting key issues/requirements on support cases; ensure proper resolution is provided
• Provide excellent customer support experience in a timely fashion
• Ability to work in a fast paced environment when there are critical situations
• Capable of understanding basic technical principles across various technology platforms
• Collaborate across teams ensuring consistency and clarity is understood and documented
• Obtain a great knowledge of Mastercard systems

Accountabilities will include some but not necessarily all based upon specific role:

• Provide support to customers (external and internal)
• Manage support cases by ensuring timely updates are provided to impacted user
• Execute research tasks to identify resolution
• Hold customer conference calls to review open/ongoing issues
• Perform test cases on platform changes
• Partner with Level 2 teams to discuss and advocate customer challenges seeking resolution

Education: Bachelor's degree in Information Technology, Computer Science, or Management Information Systems or equivalent combination of relevant experience and education.

Knowledge / Experience: Minimum 3 years of experience in related field. Good technical knowledge and capability/aptitude. Communication across and up an organization. Demonstration of MC Core Competencies.

Skills/ Abilities: High degree of initiative and self-motivation with a willingness and ability to learn and take on challenging opportunities. 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. Ability to work with global business partners/customers at all levels within the organization demonstrating strong communication skills (both verbal and written). Possess strong relationship management, collaboration, organizational and prioritization skills with a sense of urgency.

Additional skills: Microsoft Office (Outlook), Preferred Skills: SQL, Oracle environments; experience in understanding of database query management, capable of understanding API/XML messages.

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.