Who is Mastercard?
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.
Job TitleSenior Customer Service Technical AnalystAs part of the Digital Customer Service team, you will provide support for customers that consumer are most innovative and digital natured products. Primarily this position will focus on Push Payments, however cross training will afford you to become familiar with: MDES, SRC, API, Wallet and several more products on the Digital Platforms. You will 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 (e-mail/chat/SMS).
•Serve as end to end contact regarding customer inquiries into the team
•Utilize all tools effectively and efficiently: including Avaya, Service Cloud, Remedy, as well as utilizing Knowledge Management systems
•Utilize all assets and L2 to L3 teams necessary to provide an enjoyable customer experience
•Collaborate with others in support of products, processes and problem resolution.
•Establish priority of work, escalate within our team means and provide suggestions for improvement
•Create documentation and training material for utilization with others and to build a knowledge management repository
•Basic college education or equivalent work experience with emphasis in business, finance or information technology
Knowledge / Experience:
•Thorough knowledge in the field
Internal Candidates should be very familiar with Authorization
• Must display a team oriented nature
• Must display intellectual curiosity
• Must be willing to research and explore without all parts of the puzzle
Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
If you require accommodations or assistance to complete the online application process, please contact email@example.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
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