Job 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.
Job Title
Customer Technical Services Analyst
Overview
- The applicant will be responsible for diagnosing, communicating, and resolving complex Customer Commercial issues related to SmartData and InControl.
- Play a part of a larger team committed to establishing account relationships and supporting important operational initiatives
- Create processes to analyze and research new products to meet customer needs
- Find creative solutions to problems and work with others to prioritize and implement them according to MasterCard and customer business needs
Role
- Investigate customer issues with web service applications to find and communicate solutions
- Serve as focal point for customer issues and capture detailed and accurate information about issues, concerns and enhancements.
- Collaborate with others in support of products, processes and problem resolution. Simulate or recreate user issues to resolve operating difficulties.
- Identify and analyze processing incidents to communicate with both customers and internal partners
- Provide documentation of current processes, improvements to existing processes, and apply existing support knowledge to build out support models for new products and services
- Adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs
- Bring new technology knowledge and training to the team to improve processes and procedures
All About You
- Demonstrate leadership qualities, displaying mentoring ability, project leadership and delegation on an as-needed basis, follow-through, team participation and self-management.
- Demonstrate the ability to negotiate, resolve and present to internal/external customers.
- Proven abilities within: process Improvement, product Integration, Industrialization of a global support model, & quality.
- Ability to interact with customers as well as MasterCard management to articulate key performance indicators and action plans.
- Possess excellent interpersonal skills and written and verbal communication skills along with superior customer service skills
- Demonstrate programming ability and strong technical experience along with the ability to absorb and apply operational information to business solutions.
- Collaborate with others in support of products, processes and problem resolution.
COVID-19 Considerations
In many locations, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in our NYC offices, as required by law, only individuals who have been fully vaccinated against COVID-19 will be permitted inside Mastercard offices unless a reasonable accommodation has been approved in advance.
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:
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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