Senior Customer Technical Services Analyst (12 month FTC)

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

Senior Customer Technical Services Analyst (12 month FTC)

Job Description Summary
This role reports through to the Team Leader, Customer Operations Support in the Sydney Office for the MasterCard Payment Gateway Services Division.
• Based within the Payment Gateway Services Division space you will provide Providing first and second level technical support to MasterCard internal and external customers working a 7 day shift roster , each shift comprising of 7.5 hours, between 7am and 7pm
• Technical and general support is provided to customers following phone or email requests from both internal and external customers
• You will need to bring with you to this role your drive to learn and develop as well as demonstrate effective communication skills in both written and verbal forms
Role
• 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;
All About You
• 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
This role is a 12-month Fixed Term Contract to cover Maternity Leave. There may be potential for extension or consideration for other internal opportunities.

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.