Senior Customer Technical Services Analyst

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

Who is Mastercard?

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.

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Overview

Provide Regional operational and technical management support for Global and Regional customers by analyzing proactively a wide variety of operational programs, determine needed actions, and follow through to resolution. Interact with customers and regional teams to provide information in response to inquiries about products or services and handle and resolve or coordinate the resolution of customer issues. Demonstrate leadership qualities on a regular basis, displaying mentoring ability, project leadership and delegation on an as-needed basis, follow-through, team participation, and self-management.

Role
- Responsible for Management of Regional customer operational performance program, provide the customers of proactive recommendations and provide the region of continuous updates of customers performance.
- Responsible for Management of the Operational customer Training program for the Latin America and Caribbean region.
- Coordinate with the team members in each country the successful execution of the programs.
- Establish a relationship that permits MasterCard to develop an operations-based understanding of Global and Regional key customers in Latin America and Caribbean region, and their main technical necessities.
- Be aware of the operational needs of each country in the region and the customers, and align their needs and opportunities with MasterCard products and services.
- Support customer operational needs, and provide customers with a liaison to other technical, business and functional teams
- Single point interface for second level operational support, including operational training needs, for our key customers
- Establish trusted working relationships with customer’s technical / operations staff that permits MasterCard to develop an understanding of their main operational and technical necessities.
- Provide Operational Support to regional/country Business teams and functional teams in the development and implementation of new projects and products/services when it is required by Business Partners.
- Reinforce the opportune and proactive communication to the customers, focusing on covering the key operational elements that help our customers to reach operational excellence and eliminate mistakes or omissions that cause reputational and financial risks.
- Track all reported production issues to full closure (resolution of root cause)

Knowledge / Experience:
All About You
- 5 to 8 years of technical/operations experience of MasterCard products, services, systems, processes and regional Markets
- Advanced credit and/or debit card knowledge and financial/payments industry knowledge of the markets of the region
- Experience in Technical Support delivery to B2B customers
- Experience in SQL, ability to read and write SQL queries at an intermediate level
- 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, bo