Senior Customer Technical Services Analyst Job Listing at Mastercard in Johannesburg, GP (Job ID R-260712)

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

Senior Customer Technical Services Analyst This role reports through to the Manager, Customer Operations Support in the Welwyn Garden City Office for the MasterCard Payment Gateway Services Division
• Based within Gateway Support you will provide Level 2 technical support to the Mastercard Level 1 Legacy Payment Gateway Support team in Manila, Phillipines, as well as internal and external customers. Hours of work are 37.5 hours per week which are worked between 7:00 a.m. and 7:00 p.m., Monday to Sunday.
However, from time to time you may be required to work beyond the stipulated hours due to operational requirements. Your Base Salary includes payment for all hours worked. You will not be entitled to any additional payment in respect of additional hours worked unless otherwise specified.

• Technical and general support is provided to customers through your direct support of the Level 1 team in Manila, following phone or email escalation 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
• Provide second level technical support to the Level 1 Legacy Support team based in Manila Phillipines for the purpose of providing operational support of the MasterCard Legacy Payment Gateway platform;
• Supports and manages escalated 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

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.

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