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Senior Customer Technical Services Analyst

hace 2 meses

Xico, México Mastercard A tiempo completo
{"title": "Senior Customer Technical Services Analyst", "content": "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 B2B support models
  • Provide guidance to less experienced team members

About You:

  • Experience troubleshooting and delivering 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, 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
  • Lead and/or participate in customer visits for training, education, and operational support
  • Ability to interact with customers and Mastercard management to articulate key performance indicators and action plans

Corporate Security Responsibility:

All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization. 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
  • Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines
", "lang_code": "en-US"}