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

Acceptance Technical Optimization Analyst II:

Purpose of the Team:

Customer Technical Services (CTS) serves as the central point of contact for Mastercard's external customers and internal business partners. The team is responsible for analyzing a wide range of business and technical inquiries, providing end-to-end ownership and resolution. CTS represents "The Face of Mastercard," ensuring our customers receive world-class support and technical guidance.

Purpose of the Role:

The Acceptance Technical Optimization Analyst II provides operational and technical support by proactively analyzing customer issues, identifying root causes, and driving resolution. This role contributes to the optimization of acceptance performance and supports continuous improvement initiatives across Mastercard's platforms and partners.

Key Responsibilities:

Handle customer interactions across multiple channels (calls, chats, emails) while managing cases effectively.
Demonstrate a foundational to intermediate understanding of the four-party payment ecosystem.
Act as a key contact for customer issues, enhancement requests, and technical concerns.
Meet or exceed departmental KPIs related to issue resolution, customer satisfaction, and availability.
Utilize Mastercard systems for configuration, troubleshooting, and cross-system integrations.
Apply structured problem-solving techniques using defined processes and escalation paths.
Represent GCC B2B in troubleshooting calls and ensure accurate and efficient system updates.
Support investigation of acceptance issues to understand root causes and contribute to resolution activities as directed.
Gain exposure to Mastercard's acceptance resolution strategies and contribute to their execution.
Review issue logs to understand and track existing acceptance gaps.
Support senior team members in resolving complex acceptance challenges.
Provide guidance to less experienced team members as needed.

All About You:

To succeed in this role, you should bring a bachelor's degree or equivalent experience in business, finance, or information technology, along with prior experience supporting internal and external customers in a technical or operational capacity. You'll need strong communication, analytical, and problem-solving skills, with the ability to manage multiple systems and customer interactions effectively.
You are expected to demonstrate intermediate-level proficiency in customer service, business acumen, data-driven decision-making, global perspective, and service performance tracking. Foundational capabilities in innovation, people leadership, and strategic thinking will further support your success in this role.
Work Conditions
Business attire may be required occasionally.
Weekend and holiday work may be applicable based on business needs.
Shift-based work schedule will apply.

Ideal Candidate Traits:

You are a great fit if you: Are motivated to contribute to a world beyond cash.
See challenges as opportunities and embrace change with a positive mindset.
Proactively seek innovative solutions to improve processes and outcomes.

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.