Technical Customer Service Analyst (B2B)

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

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Technical Customer Service Analyst (B2B)
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Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Overview:
Customer Operations Services acts as a single point of contact for our external B2B customers and internal business partners. COS completes analysis of wide variety of customer business and technical inquiries, providing end-to-end ownership. COS is in essence ‘The face of MasterCard’ to ensure our customers receive world class support.
COS provides operational and technical support for customers by proactively analyzing a wide variety of issues, determine needed actions, and follow through to resolution. We interact with customers to provide information in response to inquiries about products or services, handle, resolve or coordinate the resolution of customer issues.

You are the right fit for this job if you:
• Are motivated to be a part of driving a world beyond cash
• Can apply various learning experiences to proactively anticipate problems and create effective solutions.
• Enjoy finding creative solutions to problems and working with others to implement them according to MasterCard and customer needs.

As a Customer Support Specialist, you will:
• Demonstrate strong technical competency and the ability to absorb and apply operational information to business solutions.
• Need the ability to adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs.
• Apply knowledge of current MasterCard business process and products to maintain and enhance solutions, including identifying opportunities for automation.
• Provide world class customer experiences and integrate new products into existing B2B support models
• Need the ability to teach and provide coaching to others and be a Subject matter expert in at least one core discipline

All About You:
• Bachelor’s degree or equivalent work experience with emphasis in business, finance or information technology
• Superior skills supporting internal and external B2B customers
• Financial acumen and strong understanding of the four party payment process model
• The ability to collaborate with others in support of products, processes and problem resolution.
• Experience with Splunk and SQL
• Fluent English is mandatory.
• The ability to negotiate, resolve and present to internal/external customers.
• The ability to participate in customer visits for training, education and operational support.
• Excellent interpersonal skills and written and verbal communication skills.
• Advanced computer skills (Mainframe, Microsoft Office).
• Strong analytical, problem resolution and project management skills, including negotiation and conflict resolution.
• This position requires limited supervision and applicants must possess demonstrated leadership qualities.

Work Location: Sao Paulo offices
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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.