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.
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Title and Summary
Customer Technical Services Analyst I
Overview
Customer Operations Support team is looking for Customer Technical Services Analyst to support existing customers with process, business, and technical consultation. You will be responsible for end to end process ownership of customer service requests and the coordination of teams to resolve issues timely. You will develop and maintain customer support guidelines, metrics, tools, and practices, and collect customer feedback and market intelligence, and share your findings with partners in Technology, Product and Customer/Market Delivery. In addition, you will meet with Mastercard internal teams to conduct inquiry reviews and identify technology or process enhancements
Role
In this client-facing position, you will:
• Respond to customer requests received via various channels including ticketing system, chat, e-mails and phone calls, ensuring that SLAs and KPIs are adhered to
• Analyze, troubleshoot, and pull data to solve customer issues, using a combination of available tools and individual knowledge
• Assist in incident and problem resolution, including escalating advanced issues to second and third level support teams
• Guide customers through Mastercard documentation and rules
• Provide guidance and share your knowledge with other team members
• Manage smaller projects/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline
• Working on-call after hours and during weekends may be required from time to time
All About You
• Experience in Technical Support delivery to B2B customers
• Languages: fluency in English, Polish,
• Experience using proprietary tools, systems, and documentation to resolve moderately difficult customer issues
• Success in answering and completing technical customer service inquiries
• Strong ability to communicate technical solutions and concepts successfully to different level of audiences
• Highly desirable to have general understanding of payment networks and payment card industry
• Ability to build partnerships with colleagues from multiple areas within your organization
• Ability to perform under pressure in a global company environment
• Self-motivated, passionate, works well both independently and as part of a team
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.