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
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 Senior Customer Technical
Services 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.

Role
* Provide world class support leveraging our Shared Service support model while integrating new procedures across a regional and global network
* 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
* Serve as focal point for customer issues, concerns and requests for enhancements.
* Capture detailed and accurate information about issues, concerns and enhancements.
* Work with global customers to complete service inquiries about MasterCard core applications and products.
* Collaborate with others in support of products, processes and problem resolution.
* Demonstrate the ability to negotiate, resolve and present to internal/external customers.
* Lead and/or participate in customer training, education and operational support.
* Simulate or recreate user issues to resolve operating difficulties.
* Recommend and implement business or process improvements, while recognizing global perspectives.
* Demonstrate leadership qualities, displaying mentoring ability, project leadership and delegation on as-needed basis, follow-through, team participation and self-management.

All About You
Knowledge / Experience:
* Technical/operations experience within financial/payments industry
* Previous customer service experience required.
* Experience in Card domain/operations
* Must have a good understanding of Core Products (Credit/Pre-paid/Debit)
* Must be familiar with Card Payment Industries (Issuer & Acquirer)
* Must be familiar with Mobile wallet echo system in Egypt/region.
* Should be able to handle various geographical customer challenges.

Skills/ Abilities:
* Excellent interpersonal skills and written and verbal communication skills.
* Advanced analytical, problem resolution and project management skills, including negotiation and conflict resolution.
* Ability to adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs.
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.