Job Title:

Senior Customer Technical Services Analyst

Overview:

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
• 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
• 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 interact with customers as well as MasterCard management to articulate key performance indicators and action plans.

To find US Salary Ranges, visit People Place. Under the Compensation tab, select "Salary Structures." Within the text of "Salary Structures," click on the link "salary structures 2025," through which you will be able to access the salary ranges for each Mastercard job family. For more information regarding US benefits, visit People Place and review the Benefits tab and the Time Off & Leave tab.