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MasterCard Customer Service Technical Analyst II in O'Fallon, Missouri

Who is Mastercard?

We are the global technology company behind the world’s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless at https://www.priceless.com/ ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Customer Service Technical Analyst II

As part of the Digital Customer Service team, you will provide support for customers that consumer are most innovative and digital natured products. Primarily this position will focus on Secure Remote Commerce (SRC), however cross training will afford you to become familiar with: MDES, Push Payments, Wallet and several more products on the Digital Platforms. You will 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/chat/SMS).

Major Accountability:

•Serve as end to end contact regarding customer inquiries into the team

•Utilize all tools effectively and efficiently: including Avaya, Service Cloud, Remedy, as well as utilizing Knowledge Management systems

•Utilize all assets and L2 to L3 teams necessary to provide an enjoyable customer experience

•Collaborate with others in support of products, processes and problem resolution.

•Establish priority of work, escalate within our team means and provide suggestions for improvement

•Create documentation and training material for utilization with others and to build a knowledge management repository

Education:

•Basic college education or equivalent work experience with emphasis in business, finance or information technology

Knowledge / Experience:

•Customer service experience preferred

•Thorough knowledge in the field

Internal Candidates should be very familiar with Authorization

Dynamics:

• Must display a team oriented nature

• Must display intellectual curiosity

• Must be willing to research and explore without all parts of the puzzle

Responsibilities

• Responsibility

• Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues

• Analyzes, troubleshoots, and pulls code and data to solve customer inquiries; uses a combination of available tools and individual knowledge

• Guides customers through training documents; may provide alternative solutions

• May provide guidance to less experienced team members

• Manages smaller project/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline

• Provides technical and domain support to internal consultation process to answer technical questions and explain technical concepts

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.​

If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Everyone wants easier ways to pay;

we invent them.

Checkout lines are slow;

we speed them along.

Merchants want more sales;

we give them data and insights.

People need financial access;

we connect them.

Corporate purchasing is complicated;

we make it simple.

Commuters are busy;

we speed them on their way.

Governments need greater efficiencies;

we help create them.

Small businesses are virtual;

we give them access to a world of buyers.

Retailers want to fight fraud;

we provide the tools.

Requisition ID: R-101879

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