Description
Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Customer Technical Services Analyst II Who is Mastercard?Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Overview
- Customer Technical Services acts as a single point of contact for our external customers and internal business partners
- CTS completes analysis of wide variety of customer business and technical inquiries, providing end-to-end ownership and communication of the outcomes
Role
- 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
- Register all demands come from customers in an appropriate tool
- Regional Customer Operational Support responsibilities
- Regional Customer Support; intermediate understanding of core products and emerging products
- The position will be part of a regional team providing fantastic Customer Support
- Collaborate with others in support of products, processes and problem resolution.
- 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 as well as other MasterCard groups
- 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
- Actively look for opportunities to “think outside the box” and bring new ideas to improve processes and procedures
- Open to work on Saturdays, Sundays, when needed, due to pager needs.
All About You
- Excellent interpersonal skills and written and verbal communication
- Customer support experience
- Broad knowledge of technical operations in the field of finance or information technology
- Advanced interpersonal and team oriented skills
- Advanced written and verbal communications skills
- Intermediate to advanced computer 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
- Must be 100% fluent in English (verbal and written)
- Must have a good understanding of Core Products Credit and Debit
- Must have a good understanding of Card Payment Industries
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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