Customer Technical Services Analyst I

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

Job Overview
Part of a Global Support team within the Global Customer Delivery & Care (GCD&C), department providing support and triage services to global business partners and customers at all levels within the organization. GCD&C currently provides global support to customers based out of a multitude of regional offices. It is equally important for the position to develop a great understanding of all technical changes and how this will directly impact our customers or business partners.
Some of the major accountability are, but not limited to the following:
Provide customer service to our customers and business partners and manage daily workflow coordination of inbound support inquiries
Act as the front line liaison to our customers and business partners to provide initial triage and diagnostic processes to determine customer impact
Deep understanding of accessing root databases and ability to run manual queries and interpret results to analyse platform activities and correlation to customer queries
Deliver quality intelligence and responses to customers in a technical but interpret-able to our customer base
Adhere to any committed Service Level Agreements (SLA's), Data Usage & Protection/Privacy and PCI policies
Collaborate across second level and development teams to discuss escalated and advanced technical issues
Obtain a great knowledge of key system and products to become a technical SME within the GCD&C Support Team to provide but not limited to the following attributes:
Act as liaison between the business and technical teams in such areas as development, testing teams, quality assurance, and product owners
Interpret technical layouts and designs
Prioritise and identify cross application/system enhancements, i.e. improve team efficiency
Determine development impacts to current processing and work with development and users to ensure accuracy of enhancements
Assist with the development and execution of test plans
Perform analysis of system requirements and work closely with developers
Assist with review sessions of technical requirements
Document and coordinate audit controls and PCI requirements
Education
Bachelor’s degree
Information Systems or equivalent combination of relevant experience and education.

Knowledge / Experience
experience in related field; prior work experience preferred minimum 6 months to 1 year experience.
Good customer service skills
Communication across and up an organisation
Demonstration of MC Core Competencies
technical support / customer service experience of B2B environment.
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 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

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.