Customer Technical Service Analyst II in O'Fallon, MO

Description

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 Service Analyst IIShift Work: The hours for this role are Saturday - Wednesday 8:00a.m-5:00p.m.

Overview

• This role reports through to the Director, Customer Operations Support in the O'Fallon Office for the MasterCard Payment Gateway Services Division
• Technical 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 L2 & L3 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 Asia Pacific and US teams to ensure continuous follow the sun support
• Ensure that the Manager 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

 Solid Customer Service experience
 Solid understanding of ITIL model. ITIL certificates are desirable
 Knowledge of eCommerce and payments' industry products and services
 Good understanding of the internet, web programming languages Like PHP, Java and .Net
 Good understanding of IP networking, the 7 layers of OSI model, and client-server interaction.
 Good understanding of programming languages like PHP, JAVA, .NET, etc...
 Strong Numerical and application log analytical skills
 Knowledge of Unix/Linux Operating systems - Beneficial
 SQL database query writing - Desirable
 Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required

Due to COVID-19, most of our employees are working from home. We've implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we're all in this together.

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.​

If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting.  Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

 Apply on company website