Customer Technical Services Analyst, Mastercard
Cybersecurity
CA$64-106k
Global payments technology company
Be an early applicant
Global payments technology company
1001+ employees
Be an early applicant
CA$64-106k
1001+ employees
Company mission
To connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible.
Role
Who you are
- 1-3 years’ experience in IT, Operations, Customer Support or related fields
- 1-3 years’ experience in information security or third-party vendor risk management
- Bachelor’s Degree in Technical Field or Related Degree
- A significant level of trust and diplomacy
- Work involves extensive personal contact and frequent communication with others
- Work may involve motivating, changing behavior, influencing, or training others internally
- Fostering sound relationships with external contacts and other entities (companies and/or individuals) is important
- Excellent problem-solving skills and a talent for identifying creative solutions
- Solid verbal and written communication skills with a customer-centric attitude
- Ability to multitask
- Ability to stick to a set schedule
- Experience using ITSM or CRM applications
- Plus: Prior experience with MongoDB and AWS
- Plus: Prior experience supporting software applications
- Plus: User experience and user experience design
- Plus: Basic understanding of TCP/IP, BGP, HTTP, Server TLS, mTLS, reverse proxies and how the internet is connected
- Plus: Basic understanding of REST API’s
- Plus: Basic understanding of REST APIs
- Plus: Basic scripting knowledge using, e.g. JavaScript or Python
What the job involves
- The Cybersecurity Analyst is responsible for providing functional and technical support to customers and customer vendors
- Responsibilities include working client contacts to troubleshoot, document, and resolve technical and business process related problems
- The Cybersecurity Analyst works on problems of complex scope where analysis of situations or data requires complete evaluation of various factors
- The Cybersecurity Analyst is responsible for engaging with client vendors
- Position will be required to advise and provide support on remediation recommendations for identified security vulnerabilities
- Communicate with customers and resolve related issues via approved support channels
- Communicate with customer vendors and provide support for security vulnerability resolution and RiskRecon product functionality
- Understand technical details necessary to identify and assess security risks and recommend mitigating controls
- Partner with development, delivery operations, and sales to help continuously assess and improve upon the needs of the product
- Prepare support documentation for the customer base
- Develop customer and training material on RiskRecon and related processes
- Serve as the first point of contact via phone, email, chat) for the RiskRecon customer base regarding software and product questions and issues
- Documenting, researching, tracking, and resolving customer software issues in a timely manner
- Review customer requests, contact customers, and ensure that all necessary information is obtained
- Monitor issues in a ticketing/CRM system and escalate urgent problems requiring more in-depth knowledge to appropriate internal resources according to established operating procedures
- Continually communicate issue resolution progress to customers and maintain outstanding client relationships
- Proactively seek out opportunities to improve support, software, and user experiences
- Devise, maintain, and manage technical documentation for the customer base
- Manage user forums and facilitate discussion posts
Our take
Mastercard is in the global payments business, and operates the world's fastest payments processing network. Its products and solutions have become central to everyday commerce across the world, in activities ranging from shopping and travelling to running businesses.
As the economy has become more and more digitised, Mastercard has been a leading player in helping businesses and individuals across the globe embrace card payments and digital banking. One of the world's largest companies, its revenue has seen consistent gain in the last 20 years.
The challenge for modern payments companies is that payments are always changing, as seen in the astronomical rise of contactless payments over the last decade. Mastercard's acquisition of blockchain systems, and an overall focus on leveraging its technology towards a digital economy, has placed the company in good stead to keep up to date with current trends, like cryptocurrency, in the digitised payments world.
Steph
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Company benefits
- Gym membership
- Share purchase options
- Extra holiday purchase optional
- Work from home opportunities
- Health insurance
Company HQ
Purchase, Harrison, NY
Leadership
Michael Miebach
(CEO, not founder)Has served in a variety of roles at the company, including President and CPO. Currently Board Member at IBM, Accion, the World Resources Institute, the US-India Strategic Partnership Forum, and the Metropolitan Opera. They are also a Trustee of USCIB.
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