Senior Customer Technical Services Analyst
Mastercard
- Salt Lake City, UT
- Permanent
- Full-time
Overview:
The Mastercard Open Banking Client Support team (Finicity) is seeking a senior professional who can solve technology issues to help our clients be successful. The ideal candidate demonstrates a passion for the client journey, motivation, maintains intellectual curiosity, and aspires to grow both personally and technically.Role:
- Provide comprehensive technical support for clients, encompassing integrations, troubleshooting, and API Services training within a 24/7 operational framework.
- Leverage expertise in scripting, XML, databases, task management, and web applications to devise improved approaches for resolving customer issues.
- Possess a deep understanding of platform and API features and capabilities, effectively communicating these to clients.
- Demonstrate agility in identifying potential solutions and providing practical guidance during technical troubleshooting and Q&A sessions with clients.
- Able to develop relationships of trust with clients, developers, engineers, and business partners.
- Champion the resolution of issues in alignment with SLAs and KPIs.
- Employ exceptional troubleshooting skills to collaboratively work with internal team members in issue resolution, thereby bolstering customer satisfaction.
- Willingness to show up every day and make things happen. Every day. No excuses.
The ideal candidate for this position should:
- Possess prior experience in one or more client-facing, service/support roles with a history of client engagement.
- Exhibit comfort in working autonomously troubleshooting and problem-solving.
- Demonstrate the ability to collaborate effectively with both internal and external stakeholders.
- Display strong written and verbal communication skills, including the capacity to convey information professionally in a highly technical environment.
- Possess previous exposure to API structures, SaaS service implementations, databases like SQL, and other Web service technologies in SaaS Models.