Customer Technical Services Analyst Ii

hace 7 días

Lima, Perú Mastercard A tiempo completo

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

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 II

Role: GCS Hub Service Analyst

Overview
- Working in a multilingual environment, to act as the single point of contact for customers and key stakeholders, providing first contact resolution where applicable.
- Monitors the MasterCard networking environments to ensure a consistently high level of service at all times to meet established SLA's
- Troubleshoots and resolves issues

**Responsibilities**:

- Receives initial alert/phone calls and performs initial troubleshooting activities according to established protocols
- Works in compliance with established procedures or protocols, escalating moderate to complex issues as they arise
- Receives initial tier 1 customer calls and resolves in compliance with established procedures or protocols, escalating moderate to complex issues to Sr. Technicians
- Creates and/or updates internal tickets to document monitoring and recovery steps adding added the below
- Monitors and takes corrective actions for problems as they arise to minimizing customer impact and Mastercard issues.
- Communicate with customers throughout the lifecycle of an interaction
- Recommend business or process improvements; works with various work streams to formulate solutions
- Document current processes and potential improvements
- Develop self to be an Subject Matter Expert in own business area

Experiences
- Demonstrates understanding of procedures and protocols, resolving basic issues to ensure alignment with protocols
- Experience monitoring and taking corrective action for basic problems
- Gains experience updating internal tickets to document monitoring and recovery steps

Technical skills
- Applies working knowledge of customer preferences and service standards to fulfil requests and develops creative approaches to enhance responsiveness
- Understands platform systems installations, processes, procedures, and methodologies and coordinates with peer teams to increase effectiveness
- Familiarity with ITIL standarts and practices
- Experience and understanding in file transfer protocols and tools. (FTP, SFTP, Editran..etc)

Corporate Security Responsibility

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.

  • Customer Technical Services Analyst Ii

    hace 5 días

    Lima, Perú Mastercard A tiempo completo

    **Our Purpose** - Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation,...

  • Customer Practice Manager, Professional Services

    hace 2 semanas

    Lima, Perú Amazon Web Services Peru S.R.L. A tiempo completo

    Bachelor's degree - Experience as technical specialist in design and architecture - Bachelor's degree in computer science, engineering, mathematics or equivalent - Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field The Amazon Web Services Professional Services team is looking...

  • Customer Relationship Analyst

    hace 1 semana

    Lima, Perú NCR A tiempo completo

    About NCR VOYIX NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction...

  • Banking Services Analyst

    hace 1 día

    Lima, Perú Bank of China A tiempo completo $80,000 - $120,000 al año

    In Bank of China (Peru) we are looking for a Banking Services Analyst to help us grow our business.Skills required:Bachelor's degree in Business, Economics, International Trade, or related fields.Experience and understanding of financial and banking operationsStrong communication and interpersonal skillsAdvance level of EnglishMain...

  • Senior Account Executive, Professional Services

    hace 1 semana

    Lima, Perú Amazon Web Services Peru S.R.L. A tiempo completo

    **DESCRIPTION**: The Amazon Web Services Professional Services (ProServe) team is seeking a dynamic ProServe Account Executive (PAE) to join our team at Amazon Web Services (AWS). In this role, you'll be responsible for engaging new and existing customers in transformative projects involving IT Strategy, distributed architecture, and hybrid cloud...

  • . CTA Customer Technical Advisor – Applications

    hace 10 horas

    Lima Metropolitana, Perú Kyndryl A tiempo completo

    * Decline will set your Cookie preferences to "Required" and will prevent Kyndryl and its partners from collecting and using Cookie data to collect statistics and to provide you a personalized web experience and more relevant ads on third party websites.**Who We Are****The Role**Join our dynamic team as a Customer Technology Advisor and become an integral...

  • Collection Analyst

    hace 3 días

    Lima, Perú An Unnamed Company A tiempo completo S/.30,000 - S/.60,000 al año

    An important company in the telecommunications industry is seeking highly qualified professionals to join our team in the following position:Collection Analyst for EGB (Maternity Leave Coverage)This position is a temporary role to cover maternity leave.Main Tasks:Responsible for technical support for customer issues, including technical exchanges, fault...

  • Accounting Analyst Ii

    hace 20 horas

    Lima, Perú Johnson Controls A tiempo completo

    **Accouting Analyst II.** **Qué tendrá que hacer**: - Revisión y coordinación de cuentas de balance, coordinaciones con las áreas del centro de servicio de la India (RTR-PTP-OTC). - Elaboración de pólizas relacionados al cierre contable - Revisión, cálculo y carga de cálculo de Comisiones de Ventas. - Revisión de Discrepancias y coordinación...

  • Cta Customer Technical Advisor

    hace 1 semana

    Lima, Perú Kyndryl A tiempo completo

    **Who We Are** At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities. **The...

  • Customer Service Analyst

    hace 1 semana

    Lima, Perú Reckitt A tiempo completo

    Want to use your initiative to improve results? As Customer Service Analyst, you’ll have the freedom to implement your own ideas and ensure we delight our customers. Every time.**Customer Service Analyst** **Lima, Lima** **Competitive Salary & excellent benefits package** - Focusing on one or more of our major accounts, you’ll ensure your customer...