Customer Technical Services Analyst II at Mastercard

Lima, Lima, Peru -

Full Time

Start Date

Immediate

Expiry Date

17 Apr, 26

Salary

0.0

Posted On

17 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Troubleshooting, Technical Support, Documentation, Process Improvement, Communication, ITIL Standards, File Transfer Protocols, MasterCard Systems, Application Development, Multilingual Support, Monitoring, Problem Resolution, Stakeholder Engagement, Self-Development, Business Processes

Industry

IT Services and IT Consulting

Description

Job Title: Customer Technical Services Analyst II Overview: 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. • To respond to customer requests received via a number of channels including telephone calls and emails, ensuring that SLAs and KPIs are adhered to. • 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 • Demonstrates working knowledge of Mastercard’s networks, systems, applications, and databases • Understands platform systems installations, processes, procedures, and methodologies and coordinates with peer teams to increase effectiveness • Knowledge and understanding in application development lifecycle and standards. • Familiarity with ITIL standarts and practices • Experience and understanding in file transfer protocols and tools. (FTP, SFTP, Editran ..etc) Professional Skills • Exhibits general knowledge of MasterCard business processes, systems, products, customers and how they impact own area of work. • Takes initiative and accountability for unforeseen delays and obstacles, openly communicates situation and adjusts resources to leverage each other’s strengths. • Exhibits a high level of interest in global business trends and their impact on local businesses. • Exhibits effective oral, written and non-verbal communications with stakeholders within MasterCard and delivers high quality work, in Spanish and English. To find US Salary Ranges, visit People Place. Under the Compensation tab, select "Salary Structures." Within the text of "Salary Structures," click on the link "salary structures 2025," through which you will be able to access the salary ranges for each Mastercard job family. For more information regarding US benefits, visit People Place and review the Benefits tab and the Time Off & Leave tab.

Responsibilities

The Customer Technical Services Analyst II acts as the single point of contact for customers, providing first contact resolution and troubleshooting issues. They monitor MasterCard networking environments and ensure adherence to SLAs and KPIs.