Lead Customer Technical Services Analyst

hace 4 semanas

Xico, México Mastercard A tiempo completo

Our PurposeWe 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 aculture of inclusionfor 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 SummaryLead Customer Technical Services AnalystOverview- Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard- Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products- Builds long-term customer relationships and ensures timely response and resolution of issues**Responsibilities**:- Enhances customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquires- Contributes to customer experience by supporting Mastercard's open API Platform as well as providing Level 1 and Level 2 technical gateway and development sandbox support- 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- Leads medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline- Provides guidance to less experienced team membersExperiences- 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 mannerCorporate Security ResponsibilityAll 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.

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