Customer Technical Services Analyst II

Mastercard; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global payments technology company is seeking a Customer Technical Services Analyst II in Johannesburg. This role involves providing technical support to internal and external customers within the Merchant Services space. Candidates should have experience in customer service, effective communication skills, and knowledge of the eCommerce/payments industry. This position supports a 7-day shift roster and demands problem-solving abilities to ensure service level agreements are met.

Qualifications

• Experience in a technical customer service role.
• Ability to communicate effectively across diverse audiences.
• Understanding of eCommerce and payments industry.
• Knowledge of internet, programming languages, and IP networking.
• Solid problem-solving skills and track record in meeting SLAs.
• Experience with CRM and Microsoft Office applications.

Responsibilities

• Manage merchant onboarding and profile configuration.
• Provide Level 1 & 2 technical support to customers.
• Support technical incidents through the CRM system.
• Prepare and distribute communications with stakeholders.
• Complete administration tasks on a daily, weekly, and monthly basis.
• Ensure effective communication with UK and US teams.
• Inform Team Leader of workload status and key issues.
• Adhere to Mastercard policies and procedures.

Skills

Technical customer service experience

Effective communication skills

Knowledge of eCommerce/payments

Understanding of web programming and networking

Problem solving skills

CRM and Microsoft Office

Job description

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build asustainableeconomy where everyone can prosper. We support a wide range of digital payments choices, making transactionssecure, 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 II This role reports through to the Team Leader, Customer Operations Support in the Brisbane Office for the MasterCard Payment Gateway Services Division

• Based within the Merchant Services space you will provide Level 1 & 2 technical support to internal and external customers working a 7 day shift roster, each shift comprising of 7.5 hours, between 8am and 6.30pm
• 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 onboarding, 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

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.