Senior Customer Technical Services Analyst

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

Senior Customer Technical Services Analyst

Overview:
Mastercard is a global technology company in the payments industry. Our mission is 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.

We are looking for a Senior Technical Support Analyst who can ensure customer satisfaction by providing a prompt and comprehensive resolution of highly technical issues.The expectation of the position is to understand the suite of Dynamic Yield by Mastercard software offerings in a deep and technical way in order to provide the customer with the technically correct answers that will allow them to effectively use the DY platform on their website.As this role is the heartbeat of the organization, our Technical Support Analystis must have impeccable communication skills, the ability to think creatively on their feet, and articulate technical solutions efficiently to a number of stakeholders. As our product offerings continue to expand, it is also critical that we have team members who are curious by nature and an innate love of learning new technical solutions.

Role:
- Take ownership of and resolve complex technical issues with a focus on maximizing customer satisfaction.This includes analyzing large datasets using our tools and SOPs.
- Provide White gloves support to our Key Premium Customers.
- Effectively manage and prioritize incoming tickets through our support portal or calls.
- Actively participate in internal initiatives within the support organization.

All About You
- Excellent verbal and written communication skills in English, French and Arabic
- Proven Experience in Payment industry with a focus on core payment.
- Any other troubleshooting and problem-solving experience may also apply and be considered as an advantage.
- A genuine desire to help customers and ensure their satisfaction with our products and services. Patience, empathy, and professionalism are key traits for success in this role.

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.