Senior Customer Technical Services Analyst-1 - Tlahuac, México - Mastercard

Mastercard

Empresa verificada

Tlahuac, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

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 longterm 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?
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 goto 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 fourparty 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.