Customer Technical Services Analyst II

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 II

Overview

• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues
  
  
  

• Enhances customer experience by providing high level technical customer service and support according to established policies and procedures
• Serves as technical resource accountable for analyzing, supporting and troubleshooting customer technical support inquires; provides alternate solutions as needed
• Contributes to testing efforts to identify opportunities for improvements with the voice of the customer in mind
• Implements process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies
• Assumes responsibility for small-sized projects/initiatives as an individual contributor with specialized knowledge of Mastercards products/services within a particular discipline
• Reviews customer issue logs and proposes resolutions, escalating issues that require more advanced knowledge
• Gains exposure to Mastercard products/services within a particular discipline or product line
• May provide guidance to less experienced team members
  
  
  

• Experience troubleshooting and responding to routine customer inquiries with high quality resolutions
• Experience assisting on process improvement initiatives according to standard procedures
• Experience delivering technical resolutions in a timely manner
• Have a good understanding of Core Payment Products (Credit Card/Pre-paid card/Debit Card)
• Must be familiar with Card Payment Industries (Mastercard, Visa, Issuer & Acquirer)
• Card domain knowledge
• Technical knowledge on SQL/Unix
• 3-5 years of experience in Card domain and willing to work in 24/7 shift environment
• Advanced interpersonal and team oriented skills
• Advanced written and verbal communications skills
• Ability to adapt personal work style to accommodate an ever changing, diverse and global environment
• Ability to organize and prioritize multiple tasks simultaneously based on current business needs
  
  
  

• You should be able to display superior Customer Service
• Must have financial acumen and understanding of the four party process model.
  
  
  

• 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.