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 Mastercard's 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

Experiences

The ideal candidate should be able to work in 24

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 :

Skills Required

Troubleshooting, Process Improvement