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Senior Customer Technical Services Analyst-1



IT, Customer Service
Mexico City, Mexico
Posted on Tuesday, June 4, 2024

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 Services Analyst-1 Overview
• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• Responsible for overall satisfaction of these business customers through knowledge of their business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues
• The applicant will be responsible for diagnosing, communicating, and resolving production incidents
• The position will analyze issues on MasterCard applications to integrate a variety of systems and technologies to solve business problems

o Do you enjoy finding creative solutions to complex problems and working with others to implement them according to MasterCard and customer business needs?
o Have you provided product technical support on new technology?
o Is leading edge technology and being part of a Global company exciting to you?

• Enhances customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquires
• Identify and analyze processing incidents to communicate with both customers and internal partners
• 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
• Lead departmental processes to integrate new products and acquisitions into existing b2b support models
• Provide documentation of current processes, improvements to existing processes, and apply existing support knowledge to build out support models for new products and services
• Provide guidance to less experienced team members

All About You
• 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
• Candidate must have the ability to negotiate, resolve and present to internal/external customers
• Candidate must have technical experience along with the ability to absorb and apply operational information to business solutions
• Knowledge of the payments model including Authorization, Clearing, and Settlement is preferred
• Financial acumen and understanding of the four-party process model is preferred
• Collaborate with others in support of products, processes and problem resolution
• Lead and/or participate in customer visits for training, education and operational support
• Ability to interact with customers as well as MasterCard management to articulate key performance indicators and action plans
• Deep knowledge of the domestic payments industry in Mexico is necessary

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.