Job Title


Senior Analyst, Customer Technical Services


Overview
The B2B payments technology team is developing new, cutting-edge, technology to streamline B2B payments worldwide
This role will be integral to the successful launch and support of this new technology
Questions
Are you an experienced software professional who is passionate about innovative technology and its potential to help create a world beyond cash?
Can you plan test strategy and acceptance criteria keeping end customer needs – functional, non-functional, and user experience - in mind?
Love being hands on and can write code to break software as part of ensuring highest software quality and stability?
Can you scale your communication at all levels starting from engineers to program managers to product managers?
Role
Responsible for all aspects of operations support for existing customers, including process, business and technical consultation
Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues
Guides customers through training documents may provide alternative solutions
Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues within a service level contract to avoid financial penalties
Accountable for developing and maintaining customer support guidelines, metrics, tools and practices throughout the customer life cycle
Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
Meets with Customers and MasterCard teams to conduct inquiry reviews and to identify technology or process enhancements
All About You
Experience using Mastercard tools, systems, and documentations to resolve moderately difficult customer issues, and guiding junior members to Mastercard resources
Success in answering and completing customer service inquiries; demonstrates strategic and preventative thinking with moderately difficult concepts
General understanding of software patterns and concepts, programming languages, database structures, and related operational protocols
Some ability to deliver customer training
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