Senior Customer Technical Service Analyst

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

Senior Customer Technical Service Analyst

RESPONSIBILITIES
Enhances customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquires
Serves as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquires
Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures
Represents the voice of the customer to product line, application team and shared services group
Conducts testing and support to identify opportunities for improvements with customer experience at the forefront
Leads medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline
Provides guidance to less experienced team members

JOB SPECIFIC EXPERIENCES
Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
Experience implementing process improvements according to standard procedures
Experience serving as the go-to person for delivering high quality technical resolutions in a timely manner

BROADENING EXPERIENCES
Experience managing and documenting results, decisions and processes for small to mid-sized projects
Experience drafting and delivering presentations to internal or external stakeholders
Extensive experience building relationships with colleagues from multiple areas within Mastercard

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.