Customer Technical Services Analyst at Mastercard

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

07 Apr, 26

Salary

0.0

Posted On

07 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Communication, Financial Institutions, Banking, Payments, Technical Support, Account Management, Stakeholder Management, Adaptability, Time Management, Data Analysis, SQL, JIRA, Azure, Splunk

Industry

IT Services and IT Consulting

Description

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, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Customer Technical Services Analyst Position Title: Analyst, Customer Technical Services Who is Mastercard? 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. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all. Overview The Ethoca Customer Experience & Engagement team is looking for an Analyst, Customer Technical Services to drive our customer experience strategy forward by consistently innovating and problem-solving. This customer-facing position plays a key role in supporting existing accounts to ensure Ethoca’s services are delivered according to our best-in-class standards. Our ideal candidate is someone who can ask the right questions to understand our customer’s needs and then recommend the best solution. This person constantly looks to find a better way to get things done, thrives in a fun, fast paced and dynamic environment, and wants to combine their problem solving and communication skills to deliver exceptional experiences for our customers. If this ignites the spark in you and you have the skills we’re looking for, please keep reading Role • Support live customers with account updates and their operations • Create a positive customer service experience by understanding and meeting customer needs quickly and professionally • Act as a conduit between internal and external stakeholders while successfully managing expectations and competing demands • Maintain expertise on all internal systems, support and onboarding processes All About You The ideal candidate for this position should: • Be a proficient English speaker. • Enjoy interacting directly with Customers; and learning about their business • 2+ years work experience with Financial Institutions, Banking or Payment • Have the flexibility to support international time zones for our global customer support, while the role priority is APAC market • Be quick on their feet – we move fast so you should thrive on learning and change • Have eligible work right for Australia Assets, but not required: • Experience working with multiple tools and systems e.g. Postman, JIRA, Splunk, Azure, SQL • Mandarin proficiency 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. Everyone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. Governments need greater efficiencies; we help create them. Small businesses are virtual; we give them access to a world of buyers. Retailers want to fight fraud; we provide the tools.

Responsibilities

The Analyst, Customer Technical Services will support live customers with account updates and operations while creating a positive customer service experience. This role involves acting as a conduit between internal and external stakeholders and maintaining expertise on internal systems and processes.