{"id":138902,"url":"https://alion.io/job/mastercard-customer-technical-services-analyst","title":"Customer Technical Services Analyst - Financial Services","company":{"id":252,"name":"Mastercard","domain":"mastercard.com","url":"https://alion.io/company/mastercard","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":94,"open_postings":254,"ghost_share":0.016,"stale_share":0.358,"repost_share":0.094,"time_to_fill_p50_days":21,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Analytics","role_family":"Analytics","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":59000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1536},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Insomnia","optional":true},{"name":"Postman","optional":true}],"status":"live","first_seen_at":"2026-08-27T22:54:25Z","employer_posted_date":"2026-09-07","last_verified_at":"2026-10-17T03:51:18Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":50},"description":"Our Purpose\nMastercard 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.\nTitle and Summary\nCustomer Technical Services Analyst - Financial ServicesOverviewThe Customer Technical Services Analyst of MC's main objective is to ensure compliance with the SLA's service levels agreed with our customers as well as achieve high levels of satisfaction over the entire service life cycle by getting involved and contributing in processes that can range from the design of new solutions, going through tasks related to the operation and administrative issues to continuous improvement processes. They are highly trained professionals, equipped with advanced tools with in order to achieve greater operational efficiency.\nProfessional Skills\nExhibits general knowledge of MasterCard business processes, systems, products, customers and how they impact own area of work.\nTakes initiative and accountability for unforeseen delays and obstacles, openly communicates situation and adjusts resources to leverage each other’s strengths.\nExhibits a high level of interest in global business trends and their impact on local businesses.\nExhibits effective oral, written and non-verbal communications with stakeholders within MasterCard and delivers high quality work, in Spanish and English.\nCustomer Management\nEnsure handovers are adequate to maintain customer satisfaction and performance targets.\nTelephone calls to be answered within set targets.\nDemonstrate and understand the importance of our customer’s services and owner every enquiry, request or problem.\nCapability to lead with complex situations in a professional manner with empathy and provide the best customer’s experience.\nAppropriately identification of improvement points.\nResponsibilities\nIntakes and documents detailed and accurate information on customer issues, concerns, and requests for enhancements\nAssists customers with completing service inquiries through research, suggests diagnoses using readily available tools, and provides business and operational knowledge to assist in technical and operational support\nClarifies customer inquiries regarding in-place documentations or presentations; may pull and review basic code as needed\nInteracts directly with internal customers under supervision and according to established protocols\nCollaborates with other team members to facilitate internal consultation process and to answer basic customer questions\nAbout the role\nIn this client-facing position, you will:\n- Provide B2B support over 3 main channels: E-mail, Ticketing systems and phone.\n- Act as the first point of contact and resolution for all the Arcus client portfolio.\n- Properly escalate issues that might need input for internal support teams or vendors,\n- Create operations related reports based on client needs\n- Identify opportunities to improve Arcus product offering.\n- Take responsibility for continuous customer service improvement\nAll About You\nThe ideal candidate for this position should:\n- Have at least 2 years of experience in B2B Customer Support roles\n- Be familiarized with the current digital payment ecosystem in Mexico\n- Be completely fluent in English and Spanish\n- Have experience working with ticketing systems like; Jira, Service Now and Remedy.\n- Experience in managing and controlling controlling Telephony software, Avaya is a plus.\nAs Nice to have:\n- Contain certain experience with API debugging and testing apps like Postman and\nInsomnia.\n-Intermediate or advance excel knowledge is a plus.\nCorporate Security Responsibility\nAll 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:\nAbide by Mastercard’s security policies and practices;\n\nEnsure the confidentiality and integrity of the information being accessed;\n\nReport any suspected information security violation or breach, and\n\nComplete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.","description_format":"text","description_chars":4525,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-08-27T22:54:25Z"},{"event":"close","at":"2026-09-03T15:13:45Z"},{"event":"reopen","at":"2026-09-07T20:55:24Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.28,"p_room":0.28,"age_days":50,"expected_fill_days":21,"reasons":["conf:1","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/mastercard-customer-technical-services-analyst","json_url":"https://alion.io/job/mastercard-customer-technical-services-analyst.json","meta":{"generated_at":"2026-10-17T07:08:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9745,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":252},"rest":"https://alion.io/mcp/rest/get_company?id=252"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmastercard-customer-technical-services-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmastercard-customer-technical-services-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmastercard-customer-technical-services-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mastercard-customer-technical-services-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmastercard-customer-technical-services-analyst"}]}