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, Launch Graduate Program 2026 - Shanghai, China We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.The Mastercard Launch program is aimed at early career talent, to help you develop skills and gain cross-functional work experience. Over a period of 18 months, Launch participants will be assigned to a business unit, learn and develop skills, and gain valuable on the job experience.
Overview:
• Responsible for all aspects of operations support for existing customers, including process, business and technical consultation
• Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues within a service level contract to avoid financial penalties
• Accountable for developing and maintaining customer support guidelines, metrics, tools and practices throughout the customer life cycle
• Collect customer feedback and market intelligence and share findings with partners in Technology, Product and Customer Delivery
• Meet with Customers and Mastercard teams to conduct inquiry reviews and to identify technology or process enhancements
Responsibilities:
During your 18 months within Mastercard, your major accountabilities may include:
• Investigate customer issues, concerns and requests for enhancements, simulate internal customer issues, participate in problem resolution, and track milestones and end-results with various work streams
• Recommend business or process improvements; work with various work streams to formulate solutions
• Strategize preventive measures for potential product line inquiries to reduce cost and improve efficiency; work to clarify questions for unstable products or products in emerging areas
• Participate in internal customer visits for training, education and operational support
• Contribute to the development of new products and product enhancements; document current processes and potential improvements to support build out
• Provide technical and domain support to internal consultation process by explaining technical concepts to customers and evaluating technical attributes of customer code issues
Technical Requirements:
• Proficiency in MS Office – Outlook, Word, Excel and PowerPoint
• Understand both independent and relational database structure, familiar with SQL
• Broad understanding of Software Engineering Patterns and Concepts is preferred
All about you:
• Currently enrolled in a bachelor's or accelerated master's program graduating between Dec 2025 – July 2026.
• Able to start work on 6 July 2026 (Start dates are fixed).
• You do not require any work visa sponsorships to work in China.
• Highly motivated, intellectually curious, analytical, and a strong team player.
• Extremely organized and able to independently manage multiple projects and initiatives with varying scope concurrently.
• Excellent relationship building skills; able to foster and maintain strong, positive working internal and external relationships across multiple business functions and markets.
• Highly customer focused with a demonstrated ability to understand and respond to customer needs.
• Outstanding communication and presentation skills, able to clearly tailor the message to the audience and communicate complex products and processes.
• Ability to communicate complex ideas effectively – both verbally and in writing – in English and the local office language (viz. Mandarin).
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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