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 II

Overview
Customer Operations Support team is looking for Customer Technical Services Analyst to support existing customers with process, business, and technical consultation. You will be responsible for end to end process ownership of customer service requests and the coordination of teams to resolve issues timely. You will develop and maintain customer support guidelines, metrics, tools, and practices, and collect customer feedback and market intelligence, and share your findings with partners in Technology, Product and Customer/Market Delivery. In addition, you will meet with Mastercard internal teams to conduct inquiry reviews and identify technology or process enhancements

Role
In this client-facing position, you will:

• Respond to customer requests received via various channels including ticketing system, chat, e-mails and phone calls, ensuring that SLAs and KPIs are adhered to
• Analyze, troubleshoot, and pull data to solve customer issues, using a combination of available tools and individual knowledge
• Assist in incident and problem resolution, including escalating advanced issues to second and third level support teams
• Guide customers through Mastercard documentation and rules
• Provide guidance and share your knowledge with other team members
• Manage smaller projects/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline
• Working on-call after hours and during weekends may be required from time to time
  

All About You

• Experience in Technical Support delivery to B2B customers
• Experience in SQL, ability to read and write SQL queries at an intermediate level
• Languages: fluency in English, Polish required
• Experience using proprietary tools, systems, and documentation to resolve moderately difficult customer issues
• Success in answering and completing technical customer service inquiries
• Strong ability to communicate technical solutions and concepts successfully to different level of audiences
• Highly desirable to have general understanding of payment networks and payment card industry
• Ability to build partnerships with colleagues from multiple areas within your organization
• Ability to perform under pressure in a global company environment
• Self-motivated, passionate, works well both independently and as part of a team

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.