Customer Technical Services Analyst II

Pune, Maharashtra
Permanent
Full-time

2 days ago

Our PurposeMastercard 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 SummaryCustomer Technical Services Analyst IIOverview

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

Responsibilities

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

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

Specific Skills needed

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

Corporate Security ResponsibilityAll 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: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, andComplete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Mastercard

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