Senior Customer Technical Services Analyst

Senior Customer Technical Services Analyst

Overview:
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.

• Take ownership of and resolve complex technical issues with a focus on maximizing customer satisfaction.This includes analyzing large datasets using our tools and SOPs.


• Provide White gloves support to our Key Premium Customers.


• Effectively manage and prioritize incoming tickets through our support portal or calls.


• Actively participate in internal initiatives within the support organization.

• Excellent verbal and written communication skills in English, French and Arabic


• Proven Experience in Payment industry with a focus on core payment.


• Any other troubleshooting and problem-solving experience may also apply and be considered as an advantage.


• A genuine desire to help customers and ensure their satisfaction with our products and services. Patience, empathy, and professionalism are key traits for success in this role.

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.