Analyst, Customer Technical Services

3 weeks ago

Johannesburg, South Africa Mastercard Full time

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

Analyst, Customer Technical Services - Digital Products

Global Customer Service, Senior Specialist, Global Customer Service
- Digital

Digital Customer Support focuses on providing a fantastic customer experience while interacting with Financial Institutions as well as Merchants on wide variety of Financial Products. Support of these products is all within the confines of the Digital E Commerce space and will leverage a vast technological skill set. Digital Customer Support focuses on three driving principles: Connecting people with information, resolution management, communication
- all while centered on the Customer Experience.
- Have you provided Product support on new technology at a global scale?
- Are you wanting to be part of a new dynamic team?
- Is leading edge technology and being part of a Global company exciting to you?

The will be:

- Customer facing experience is required
- Liaise with the project architect and/or technical support teams to confirm and substantiate functional and technical designs.
- Serve as focal point for customer issues and capture detailed and accurate information about issues, concerns and enhancements.
- Identify and analyze processing incidents to communicate with both customers and internal partners
- Uses analytical and problem solving skills to help provide solutions that satisfy business needs
- Bachelor's degree in Information Systems, Information Technology, Computer Science or Engineering or equivalent work experience.
- Broad understanding of Software Engineering Patterns and Concepts is preferred
- Exhibit solid foundation of programming practices - XML, Java, Oauth, SQL, Spring
- Understand both independent and relational database structures
- Enhanced functional and technical knowledge of API products
- Demonstrate the ability to prioritize work and meet multiple project deadlines
- SOA development experience preferred
- Experience in delivering secure solutions in Financial Services Sector is preferred.
- Must be high-energy, detail-oriented, and proactive.
- Possesses strong communication skills - both verbal and written - and strong relationship, collaborative skills and organizational skills.
- Willingness and ability to learn and take on challenging opportunities and to work as a member of matrix based diverse and geographically distributed project team.

To be successful in this job you should possess:

- A basic college education or equivalent work experience with emphasis in Business/MIS, finance or information technology
- Ability to investigate an issue to resolutions
- Previous experience supporting external customers
- Good interpersonal and team oriented skills
- Advanced written and verbal communications skills
- The ability to organize and prioritize tasks based on current business needs

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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