Senior Customer Technical Services Analyst
November 28
Description
• Manage the administration of merchant on boarding, profile configuration and reporting • Providing first and second level technical support to MasterCard customers, partners, service providers and other MasterCard departments for the operational support of the MasterCard Payment Gateway platform; • Supports and manages technical incidents that are recorded and tracked within the CRM system and where required, raised to the Engineering team for development/bug fixes. • Prepare and distribute communications with customers, partners, services providers and other MasterCard departments, including communications throughout incidents, as well as general reporting and informational communications; • Complete daily, weekly and monthly administration tasks; • Complete daily handover meetings with the UK and US teams to ensure continuous follow the sun support • Ensure that the Team Leader is always informed of workload status and details of key issues; • Work to ensure that the team can meet or exceed agreed Service Level Agreements • Adhere to and follow MasterCard policies and procedures in all activities; • Continuously develop knowledge of all relevant MasterCard products and services;
Requirements
• Experienced in a technical customer service role • Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required • Knowledge of eCommerce/payments industry products and services • An understanding of the internet, web programming languages and IP networking • Proven ability and excellent track record in meeting and exceeding customer specific SLA's coupled with solid problem solving skills • Demonstrated experience in CRM and Microsoft Office applications
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