Customer Technical Services Analyst II

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
Customer Technical Services Analyst II
Job Description Summary
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
The Global Customer Service team is looking for a Customer Technical Service
Analyst to drive our customer experience strategy forward by consistently
innovating and problem-solving. The ideal candidate is passionate about the
customer experience journey, highly motivated, intellectually curious,
analytical, and possesses an entrepreneurial mindset.
Global Customer Service acts as a single point of contact for our external
customers and internal business partners. GCS completes analysis of wide
variety of customer's business and technical inquiries, providing end-to-end
ownership. GCS is in essence 'The face of MasterCard' to ensure our customers
receive world class support.
Purpose of job
* Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution.
* Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications (e-mail)

Role
* Provide world class support leveraging our Service support model while integrating new procedures across a regional and global network
* Capture detailed and accurate information about issues, concerns and enhancements from customers
* Adhere to SLAs and daily deliverables
* Resolving and responding to customer issues- in timely manner.
* Meet or exceed target departmental objectives related to key performance on issue resolution, customer satisfaction and overall availability to handle customer inquiries
* Liaise with regional and country teams to understand the dynamics of the market and potential service and efforts needed to support operational inquiries
* Communicate frequently and clearly with different products and understand future enhancements
* Create documentation materials to be leveraged in a re-useable scalable way so that the product line can be supported on a global level with minimal effort

All About You
* Have a good understanding of Core Payment Products (Credit Card/Pre-paid card/Debit Card)
* Must be familiar with Card Payment Industries (Mastercard, Visa, Issuer & Acquirer)
* Must be familiar with Mobile wallet echo system in Egypt/region.
* Advanced interpersonal and team oriented skills
* Advanced written and verbal communications skills
* Ability to adapt personal work style to accommodate an ever changing, diverse and global environment.
* Ability to organize and prioritize multiple tasks simultaneously based on current business needs
Specific Skills needed
* You should be able to display superior Customer Service.
* Must have financial acumen and understanding of the four party process model
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.