Customer Technical Services Analyst I

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 I

Customer Technical Services Analyst I

Overview
• Responsible for all aspects of operations support for existing customers, including process, business and technical consultation
• Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues timely
• Accountable for developing and maintaining customer support guidelines, metrics, tools and practices
• Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
• Meets with Mastercard internal teams to conduct inquiry reviews and to identify technology or process enhancements

Role
• Responds to customer requests received via a number of channels including telephone calls and emails, ensuring that SLAs and KPIs are adhered to
• Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues
• Analyses, troubleshoots, and pulls data to solve customer inquiries; uses a combination of available tools and individual knowledge
• Guides customers through training documents, and may provide alternative solutions
• Provide guidance to less experienced team members on a need to basis
• Manages smaller project/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline

All About You
• Experience in Technical Support delivery to B2B customers
• Experience using proprietary tools, systems, and documentations 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
• General understanding of Internet protocols and API specifications
• Highly desirable to have general understanding of payment networks and payment card industry
• Demonstrated initiative in building relationships with colleagues from multiple areas within your organization
• Ability to perform under pressure in a global company environment.
• Excellent communication skills, both written and verbal, plus the ability to clearly communicate to management level
• Have a master’s degree or equivalent combination of education and experience
• Self-motivated, passionate, works well both independently and as part of a team
• Fluency in English and Polish 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.