Senior Customer Technical Services Analyst

Title and Summary

Senior Customer Technical Services Analyst

Job Description Summary
Overview:
The Mastercard Open Banking Client Support team (Finicity) is seeking a senior 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.

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 reasonable_accommodation@mastercard.com 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

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.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.