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.
Job Title
Senior Customer Technical Services Analyst
This role reports through to the Manager, Customer Operations Support in the
Welwyn Garden City Office for the MasterCard Payment Gateway Services Division
* Based within Gateway Support you will provide Level ‎2 technical support to the Mastercard Level ‎1 Payment Gateway Support team, as well as internal and external customers. Hours of work are between ‎8:00 a.m. and ‎6:00 p.m., Monday to Sunday.
However, from time to time you may be required to work beyond the stipulated
hours due to operational requirements. Your Base Salary includes payment for
all hours worked. You will not be entitled to any additional payment in
respect of additional hours worked unless otherwise specified.

• Technical and general support is provided to customers through your direct support of the Level ‎1 team following phone or email escalation requests from both internal and external customers


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  You will need to bring with you to this role your drive to learn and develop as well as demonstrate effective communication skills in both written and verbal forms

  
  


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  Manage the administration of merchant on boarding, profile configuration and reporting

  
  


• Provide second level technical support to the Level ‎1 Support team for the purpose of providing operational support of the MasterCard Legacy Payment Gateway platform;


• Supports and manages escalated technical incidents that are recorded and tracked within the CRM system and where required, raised to the Engineering team for development/bug fixes.


• Prepare and distribute communications with customers, partners, services providers and other MasterCard departments, including communications throughout incidents, as well as general reporting and informational communications;


• Complete daily, weekly and monthly administration tasks;


• Complete daily handover meetings with the Asia Pacific and US teams to ensure continuous follow the sun support


• Ensure that the Manager is always informed of workload status and details of key issues;


• Work to ensure that the team can meet or exceed agreed Service Level Agreements


• Adhere to and follow MasterCard policies and procedures in all activities;


• Continuously develop knowledge of all relevant MasterCard products and services;

All About You
* Experienced in a technical customer service role
* Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required
* Knowledge of eCommerce/payments industry products and services
* An understanding of the internet, web programming languages and IP networking
* Proven ability and excellent track record in meeting and exceeding customer specific SLA's coupled with solid problem solving skills
* Demonstrated experience in CRM and Microsoft Office applications
COVID-‎19 Considerations
We value the safety of each member of our community because we know we're all
in this together. In many locations, which may change over time, we've
implemented a virtual hiring process and continue to interview candidates by
video or phone. In addition, in some locations, only individuals who have been
fully vaccinated will be permitted inside Mastercard offices until further
notice.
In the US, Mastercard is a government contractor, which may legally require
most Mastercard employees to be vaccinated unless a verified approved medical
or religious exemption is granted. Further, we are currently making every
effort towards having employees return to work in the office ‎2 days per week,
if that makes sense for their team. Everyone must be vaccinated to enter
Mastercard offices at this time. Therefore, we expect all candidates to be
vaccinated or to be approved for a medical or religious accommodation prior to
commencing work at Mastercard.
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.