Customer Technical Services Analyst II

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 IIAbout the Role

• 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 at a global scale?
o 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

• 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

• French Canadian language is required

• 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.

• Ability to communicate effectively through interactions with customers as well as Mastercard management to articulate key performance indicators and action plans.Mastercard is a merit-based, inclusive, equal 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. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact 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 Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program.

This posting reflects one or more current openings on our team.

Pay Ranges

Toronto, Canada: $68,000 - $109,000 CAD

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