Customer Technical Support

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 Support

Overview:

The Mastercard Open Banking Client Support team (MCOBS EU) is seeking a professional who can solve technology issues to help our clients be successful. The ideal candidate demonstrates a passion for the client journey, motivation, maintains intellectual curiosity, and aspires to grow both personally and technically.

Role:

Provide comprehensive technical support for clients, encompassing integrations, troubleshooting, and API Services training within a 24/7 operational framework.

Leverage expertise in scripting, XML, databases, task management, and web applications to devise improved approaches for resolving customer issues.

Possess a deep understanding of platform and API features and capabilities, effectively communicating these to clients.

Demonstrate agility in identifying potential solutions and providing practical guidance during technical troubleshooting and Q&A sessions with clients.

Able to develop relationships of trust with clients, developers, engineers, and business partners.

Champion the resolution of issues in alignment with SLAs and KPIs.

Employ exceptional troubleshooting skills to collaboratively work with internal team members in issue resolution, thereby bolstering customer satisfaction.

Willingness to show up every day and make things happen. Every day. No excuses.

All About You:

The ideal candidate for this position should:

Possess prior experience in one or more client-facing, service/support roles with a history of client engagement.

Exhibit comfort in working autonomously troubleshooting and problem-solving.

Demonstrate the ability to collaborate effectively with both internal and external stakeholders.

Display strong written and verbal communication skills, including the capacity to convey information professionally in a highly technical environment.

Possess previous exposure to API structures, SaaS service implementations, databases like SQL, and other Web service technologies in SaaS Models.

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.