Senior Customer Technical Services Analyst

hace 1 semana


Xico, México Mastercard A tiempo completo
About the Role

We are seeking a highly skilled Senior Customer Technical Services Analyst to join our team at Mastercard. As a key member of our customer support team, you will be responsible for providing exceptional technical support to our business customers, ensuring their satisfaction and building long-term relationships.

Key Responsibilities
  • Provide high-level technical customer service and support across a diverse range of customer inquiries
  • Identify and analyze processing incidents to communicate with customers and internal partners
  • Ensure customer resolution efforts adhere to Mastercard standard processes and procedures
  • Conduct testing and support to identify opportunities for improvements in customer experience
  • Lead departmental processes to integrate new products and acquisitions into existing support models
  • Provide guidance to less experienced team members
Requirements
  • 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
  • Knowledge of the payments model, including Authorization, Clearing, and Settlement
  • Financial acumen and understanding of the four-party process model
  • Collaborative mindset and ability to interact with customers and Mastercard management
  • Deep knowledge of the domestic payments industry in Mexico
Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization. As a result, 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
  • Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines


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