Mastercard Jobs

Job Information

MasterCard Customer Technical Services Analyst in Warsaw, Poland

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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) 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

Overview

Customer Operations Support team is looking for Customer Technical Services Analyst to support existing customers with process, business, and technical consultation. You will be responsible for end to end process ownership of customer service requests and the coordination of teams to resolve issues timely. You will develop and maintain customer support guidelines, metrics, tools, and practices, and collect customer feedback and market intelligence, and share your findings with partners in Technology, Product and Customer/Market Delivery. In addition, you will meet with Mastercard internal teams to conduct inquiry reviews and identify technology or process enhancements

Role

In this client-facing position, you will:

• Respond to customer requests received via a number of channels including telephone calls and emails, ensuring that SLAs and KPIs are adhered to

Review customer issues logs, propose initial enhancements and assist in problem resolution, including escalating advanced issues

• Analyze, troubleshoot, and pull data to solve customer inquiries; use a combination of available tools and individual knowledge

• Guide customers through training documents, and may provide alternative solutions

• Provide guidance to less experienced team members on a need to basis

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

All About You

• Experience in Technical Support delivery to B2B customers

• Master’s degree or equivalent combination of education and experience

• Fluency in English and Polish required

• Experience using proprietary tools, systems, and documentations to resolve moderately difficult customer issues

• Success in answering and completing technical customer service inquiries

• Strong ability to communicate technical solutions and concepts successfully to different level of audiences

• General understanding of Internet protocols and API specifications

• Highly desirable to have general understanding of payment networks and payment card industry

• Excellent communication skills, both written and verbal, plus the ability to clearly communicate to management level

• Self-motivated, passionate, working well both independently and as part of a team

Due to COVID-19, most of our employees are working from home. We’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together.

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.

Corporate Security Responsibility

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.

Requisition ID: R-136995

DirectEmployers