Customer Technical Services Analyst II

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Customer Technical Services Analyst II

Role: GCS Hub Service Analyst
Overview
• Working in a multilingual environment, to act as the single point of contact for customers and key stakeholders, providing first contact resolution where applicable.

• To respond to customer requests received via a number of channels including telephone calls and emails, ensuring that SLAs and KPIs are adhered to.
• Monitors the MasterCard networking environments to ensure a consistently high level of service at all times to meet established SLA's
• Troubleshoots and resolves issues

Responsibilities
• Receives initial alert/phone calls and performs initial troubleshooting activities according to established protocols
• Works in compliance with established procedures or protocols, escalating moderate to complex issues as they arise
• Receives initial tier 1 customer calls and resolves in compliance with established procedures or protocols, escalating moderate to complex issues to Sr. Technicians
• Creates and/or updates internal tickets to document monitoring and recovery steps adding added the below
• Monitors and takes corrective actions for problems as they arise to minimizing customer impact and Mastercard issues.
• Communicate with customers throughout the lifecycle of an interaction
• Recommend business or process improvements; works with various work streams to formulate solutions
• Document current processes and potential improvements
• Develop self to be an Subject Matter Expert in own business area

Experiences
• Demonstrates understanding of procedures and protocols, resolving basic issues to ensure alignment with protocols
• Experience monitoring and taking corrective action for basic problems
• Gains experience updating internal tickets to document monitoring and recovery steps

Technical skills
• Applies working knowledge of customer preferences and service standards to fulfil requests and develops creative approaches to enhance responsiveness
• Demonstrates working knowledge of Mastercard's networks, systems, applications, and databases
• Understands platform systems installations, processes, procedures, and methodologies and coordinates with peer teams to increase effectiveness
• Knowledge and understanding in application development lifecycle and standards.
• Familiarity with ITIL standarts and practices
• Experience and understanding in file transfer protocols and tools. (FTP, SFTP, Editran ..etc)

Professional Skills
• Exhibits general knowledge of MasterCard business processes, systems, products, customers and how they impact own area of work.
• Takes initiative and accountability for unforeseen delays and obstacles, openly communicates situation and adjusts resources to leverage each other's strengths.
• Exhibits a high level of interest in global business trends and their impact on local businesses.
• Exhibits effective oral, written and non-verbal communications with stakeholders within MasterCard and delivers high quality work, in Spanish and English.

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.