Top Benefits
Gym membership
Pension plan
Share purchase options
About the role
Who you are
- Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
- Experience implementing process improvements according to standard procedures
- Experience serving as the go-to person for delivering high quality technical resolutions in a timely manner
- Candidate must have the ability to negotiate, resolve and present to internal/external customers
- Candidate must have technical experience along with the ability to absorb and apply operational information to business solutions
- Knowledge of the payments model including Authorization, Clearing, and Settlement is preferred
- Financial acumen and understanding of the four-party process model is preferred
- Collaborate with others in support of products, processes and problem resolution
- Ability to interact with customers as well as MasterCard management to articulate key performance indicators and action plans
- French Canadian language is required
What the job involves
- Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
- Responsible for overall satisfaction of these business customers through knowledge of their business and products
- Builds long-term customer relationships and ensures timely response and resolution of issues
- The applicant will be responsible for diagnosing, communicating, and resolving production incidents
- The position will analyze issues on MasterCard applications to integrate a variety of systems and technologies to solve business problems
- Enhances customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquires
- Identify and analyze processing incidents to communicate with both customers and internal partners
- Serves as a subject matter expert accountable for analyzing, supporting, and troubleshooting customer technical support inquires
- Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures
- Represents the voice of the customer to product line, application team and shared services group
- Conducts testing and support to identify opportunities for improvements with customer experience at the forefront
- Lead departmental processes to integrate new products and acquisitions into existing b2b support models
- Provide documentation of current processes, improvements to existing processes, and apply existing support knowledge to build out support models for new products and services
- Provide guidance to less experienced team members
The application process
- End Date: December 31, 2025
Benefits
- Gym membership
- Pension plan
- Share purchase options
- Extra holiday purchase optional
- 25 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
About Mastercard
IT Services and IT Consulting
10,000+
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re building 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.
Top Benefits
Gym membership
Pension plan
Share purchase options
About the role
Who you are
- Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
- Experience implementing process improvements according to standard procedures
- Experience serving as the go-to person for delivering high quality technical resolutions in a timely manner
- Candidate must have the ability to negotiate, resolve and present to internal/external customers
- Candidate must have technical experience along with the ability to absorb and apply operational information to business solutions
- Knowledge of the payments model including Authorization, Clearing, and Settlement is preferred
- Financial acumen and understanding of the four-party process model is preferred
- Collaborate with others in support of products, processes and problem resolution
- Ability to interact with customers as well as MasterCard management to articulate key performance indicators and action plans
- French Canadian language is required
What the job involves
- Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
- Responsible for overall satisfaction of these business customers through knowledge of their business and products
- Builds long-term customer relationships and ensures timely response and resolution of issues
- The applicant will be responsible for diagnosing, communicating, and resolving production incidents
- The position will analyze issues on MasterCard applications to integrate a variety of systems and technologies to solve business problems
- Enhances customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquires
- Identify and analyze processing incidents to communicate with both customers and internal partners
- Serves as a subject matter expert accountable for analyzing, supporting, and troubleshooting customer technical support inquires
- Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures
- Represents the voice of the customer to product line, application team and shared services group
- Conducts testing and support to identify opportunities for improvements with customer experience at the forefront
- Lead departmental processes to integrate new products and acquisitions into existing b2b support models
- Provide documentation of current processes, improvements to existing processes, and apply existing support knowledge to build out support models for new products and services
- Provide guidance to less experienced team members
The application process
- End Date: December 31, 2025
Benefits
- Gym membership
- Pension plan
- Share purchase options
- Extra holiday purchase optional
- 25 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
About Mastercard
IT Services and IT Consulting
10,000+
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re building 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.