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

Customer Technical Services Analyst:

Position Title: Analyst, Customer Technical Services

Who is Mastercard?
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:

The Ethoca Customer Experience & Engagement team is looking for an Analyst, Customer Technical Services to drive our customer experience strategy forward by consistently innovating and problem-solving. This customer-facing position plays a key role in supporting existing accounts to ensure Ethoca’s services are delivered according to our best-in-class standards.

Our ideal candidate is someone who can ask the right questions to understand our customer’s needs and then recommend the best solution. This person constantly looks to find a better way to get things done, thrives in a fun, fast paced and dynamic environment, and wants to combine their problem solving and communication skills to deliver exceptional experiences for our customers. If this ignites the spark in you and you have the skills we’re looking for, please keep reading

• Role
• Support live customers with account updates and their operations
• Create a positive customer service experience by understanding and meeting customer needs quickly and professionally
• Act as a conduit between internal and external stakeholders while successfully managing expectations and competing demands
• Maintain expertise on all internal systems, support and onboarding processes

All About You:

The ideal candidate for this position should:

• Be a proficient English and Mandarin speaker.
• Enjoy interacting directly with Customers; and learning about their business
• 2+ years work experience with technical customer facing roles
• Have the flexibility to support international time zones for our global customer support, while the role priority is APAC market
• Be quick on their feet – we move fast so you should thrive on learning and change
• Have eligible long term work right for Australia

Assets, but not required:

• Experience working with multiple tools and systems e.g. Postman, JIRA, Splunk, Azure, SQL

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.