Customer Technical Services Analyst

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

About Ethoca
At Ethoca, you’re applying for much more than a job. Where else are you going to get the opportunity to work with the most committed group of ecommerce business and technology innovators who are transforming the industry? And we’re winning the awards to prove it.
We want the bold. We demand the best. And, we’re committed to giving you the opportunity to make the contribution only you can make. Ethoca is a place where risk-takers thrive, thought leaders excel and challengers make us better.
At Ethoca, we believe that ecommerce should be about one thing: commerce. Fraud and chargebacks disrupt the payments ecosystem and prevent merchants and card issuing banks from focusing on what really matters – increasing sales and creating a great customer experience. Thankfully, our suite of services changes all that.
Before Ethoca, merchants and issuers would identify thousands of confirmed fraudulent and disputed transactions in isolation on a daily basis. Unfortunately, they had no way to securely share this intelligence. Introduced in 2011, our flagship product – Ethoca Alerts – revolutionized the industry by closing this information gap and giving merchants an unprecedented opportunity to stop fraud and chargebacks before they happen. We’re now expanding our product offering to be a full-some eCommerce solution with our Representments and Eliminator offerings. These new products are just the start of things to come as we are committed to retain our position as the most decorated Fraud & Chargebacks solution provider in the industry.
Our network has grown to more than 5,400+ merchants (including 7 of the world’s top 10 ecommerce brands) and 585 card issuers (14 of the top 20 in North America and 10 UK Issuers, including 6 of the top 10) and shows no signs of slowing down.
So now here’s the real question…what’s taking you so long to join us?
The Position:
To support our continued growth and success, we are seeking a rock-solid Customer Success Representative who has excellent communication skills and a strong attention to detail.
This is not “just any” call centre role as over 90% of our customer interactions are done online! The role of Customer Success Representative comes with tremendous responsibility: as the face of our brand, and voice of our customer, you’re empowered to do what it takes to get it right the first time.
To ensure you’re successful in delivering a world class customer experience, we will offer extensive in-house training to ensure that you have a strong understanding of our products, so you are able to effectively address our customer’s requests.
Your Challenge:
•Promptly and accurately respond to our customers inquiries regardless of channel submitted –we do about 90% via online / email channels, and 10% through internal account management and direct call volume
•Embrace our STAR principles (Speed, Transparency, Advice and Reliability) in each one of our customer interactions; take ownership of our customer experience and do what it takes to deliver on our best-in-class promise
•Compile and maintain all required records, documents and salesforce entries for all communication with customers
•Support the onboarding and account management teams by facilitating online demonstrations for all Ethoca products lines to new and existing customers
•Solve problems with unique and outside-of-the-box solutions
•Troubleshoot technical tickets; escalating and liaising with our internal teams to fix the issue
•Participate as a key team player by supporting team members and operations
•Develop and maintain expertise on all products, systems and processes
•Liaise with internal departments regarding issues that relate to the customer and advise the manager in a timely manner
•Other duties and participation in process improvement or project teams as required
Required Skills and Experience:
•2+ years’ experience in a customer service environment
•Be passionate about what you do – take ownership of the customer interaction to ensure success!
•The ability to work independently and as part of a in a multi-tasking environment where attention to detail is a must
•Excellent organization skills to prioritize work in a fast paced ever changing environment
•Excellent communication skills (both verbal and written), empathy, patience and the desire to exceed our customers’ service expectations
•Proficiency in MS Office – Outlook, Word, Excel and PowerPoint•
Work schedule flexibility: We service our global customer base between Sunday to Friday from 7:00 a.m. to Midnight ET (our shifts are set based on our customer demand and markets we serve)
Assets, but not required:
•Prior experience and knowledge in a commercial or business to business customer service environment
•Knowledge of Salesforce (or another CRM tool)
•Post-secondary studies (university or college) in business or hospitality/tourism management
•As we service a global customer base, proficiency in another language would be strongly preferred

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.