Description
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 I Overview:Join a dynamic, global team at the forefront of digital commerce innovation. As a Customer Support Analyst, you will provide both operational and technical support to customers across the globe, helping them analyze a wide variety of issues, determine appropriate actions, and follow through to resolution. This role primarily focuses on supporting the MasterCard Digital Enablement Service (MDES), a key component of MasterCard's digital payment ecosystem, but may also extend to other MasterCard products and services.
You will interact directly with customers via telephone, email, chat, and SMS to provide timely and accurate information in response to inquiries about products or services. Your ability to resolve customer issues efficiently and professionally will be critical to ensuring a high level of customer satisfaction and operational excellence.
Key Responsibilities:
Serve as the primary point of contact for customer issues, concerns, and enhancement requests.
Capture detailed and accurate information about customer-reported issues and work collaboratively with internal teams to drive resolution.
Provide operational and technical support for MasterCard's core applications and digital products, with a focus on MDES.
Simulate or recreate user issues to identify root causes and resolve operating difficulties.
Collaborate with cross-functional teams including engineering, product management, and customer success to ensure timely and effective resolution of customer issues.
Participate in customer visits and virtual meetings to provide training, education, and operational support.
Recommend and implement business or process improvements, considering global perspectives and customer impact.
Demonstrate leadership qualities by mentoring peers, leading projects, and contributing to team development.
Maintain up-to-date documentation of support processes and contribute to the development of support models for new products and services.
What We're Looking For:
Customer-Facing Experience: Proven experience in a customer support or client-facing role is essential. You should be comfortable communicating with customers across various channels and time zones.
Technical Acumen: Ability to investigate and resolve issues related to web service applications and digital commerce platforms. Experience with APIs, system logs, and debugging tools is a plus.
Analytical Skills: Strong problem-solving skills with the ability to analyze complex issues, identify trends, and recommend solutions.
Communication Skills: Excellent verbal and written communication skills. You should be able to explain technical concepts to non-technical audiences and build strong relationships with customers and internal stakeholders.
Adaptability: Ability to thrive in a fast-paced, ever-changing global environment. You should be comfortable managing multiple priorities and shifting focus as needed.
Team Collaboration: Strong interpersonal skills and a collaborative mindset. You should enjoy working as part of a diverse, geographically distributed team.
Initiative and Drive: High degree of initiative and self-motivation. You should be proactive in identifying opportunities for improvement and driving results.
Preferred Qualifications:
Bachelor's degree in Business, Information Systems, Information Technology, Computer Science, Engineering, or a related field. Equivalent work experience will also be considered.
Experience in delivering secure solutions in the Financial Services sector.
Familiarity with digital commerce platforms and technologies.
Experience supporting global customers and working in a 24/7 support environment.
Knowledge of MasterCard products and services is a plus.
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.
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