Customer Technical Services Analyst Ii-1

5 days ago

Toronto, Canada Mastercard Full time

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

Role
- 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
- Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures
- 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 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
- 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.
- Ability to interact with customers as well as MasterCard management to articulate key performance indicators and action plans.
- French Canadian language is required

**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.

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