Customer Technical Services Analyst Ii

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

Entry level role part of a Global Support team within the Customer Technical Services (CTS), department providing support and triage services to global business partners and customers at all levels within the organization. CTS 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 accountabilities are, but not limited to the following:

• Collaborate across second level and development teams to discuss escalated and advanced technical issues
• Act as the front line liaison to our customers and business partners to provide initial triage and diagnostic processes to determine customer impact
• Provide customer service to our customers and business partners and manage daily workflow coordination of inbound support inquiries
• Deliver quality intelligence and responses to customers in a technical but interpretable to our customer base
• Adhere to any committed Service Level Agreements (SLA’s), Data Usage & Protection/Privacy and PCI policies
• Deep understanding of accessing root databases and ability to run manual queries and interpret results to analyze platform activities and correlation to customer queries

Obtain a Great Knowledge Of Key System And Products To Become a Technical SME Within The CTS Support Team To Provide But Not Limited To The Following Attributes

• Document and coordinate audit controls and PCI requirements
• Provide assistance in triaging support inquires to Global Support Desk
• Interpret technical layouts and designs
• Execute and review Advanced SQL/API language/Code to determine cause/impact of customer issues
• Prioritize and identify cross application/system enhancements, i.e. improve team efficiency
• Act as liaison between the business and technical teams in such areas as development, testing teams, quality assurance, and product owners

Knowledge / Experience

• 2 -5 years of experience in related field; prior work experience preferred (i.e. internship)
• Communication across and up an organization
• Demonstration of MC Core Competencies
• Good technical knowledge and capability in understanding API interfaces and SQL

Skills/ Abilities

• Possess strong relationship management, collaboration, organizational and prioritization skills with a sense of urgency
• Ability to work with global business partners at all levels within the organization demonstrating strong communication skills (both verbal and written)
• 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

In the US, 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 protected] 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.

Corporate Security Responsibility

Responsibilities

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

• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
• Ensure the confidentiality and integrity of the information being accessed;
• Abide by Mastercard’s security policies and practices;