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Company Overview
Mastercard is a leading global payments and technology company that powers the flow of commerce connecting billions of consumers, businesses, financial institutions, and governments worldwide. We enable secure, simple, smart, and accessible transactions in 200+ countries and territories.
Job Description
The Customer Technical Service Analyst II plays a critical role in ensuring compliance with service level agreements (SLAs) and achieving high levels of customer satisfaction throughout the service life cycle. This position involves contributing to process design, operation, administrative tasks, and continuous improvement initiatives.
Key Responsibilities
- Intake and document detailed information on customer issues, concerns, and requests for enhancements.
- Assist customers with completing service inquiries through research, suggest diagnoses using readily available tools, and provide business and operational knowledge to assist in technical and operational support.
- Clarify customer inquiries regarding documentation or presentations; may pull and review basic code as needed.
- Interact directly with internal customers under supervision and according to established protocols.
- Collaborate with other team members to facilitate internal consultation processes and answer basic customer questions.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks come with inherent risk to the organization. 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.
