Description
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 Analyst I-1 Customer Technical Services Analyst IOverview
Join Mastercard's Customer Technical Services team and play a key role in delivering exceptional service support to businesses (B2B) with product and service agreements. This role focuses on ensuring customer satisfaction and retention through deep understanding of their core business and Mastercard products, while building long-term relationships and resolving issues promptly.
Key Responsibilities
Act as a technical resource to resolve customer inquiries, collaborating with senior team members for complex issues.
Provide customer-facing support via calls and emails, ensuring timely and accurate resolutions.
Support testing activities and process improvement initiatives with the voice of the customer in mind.
Review and analyze customer issue logs, assist in developing resolutions, and escalate when necessary.
Gain exposure to Mastercard products/services within a specific discipline or product line.
Take ownership of service requests from receipt to resolution.
Role Requirements
Experience assisting in troubleshooting efforts to deliver high-quality customer resolutions.
Knowledge of customer technical service standards, processes, and tools.
Ability to deliver accurate and timely resolutions under direct guidance.
Proficiency in MS Office applications.
Broadening Experiences
Initiative in building relationships across multiple areas within Mastercard.
Strong organizational skills to manage rapid changes in priority.
High level of independence and self-awareness.
All About You
Strong written and verbal communication skills to engage effectively with customers.
Analytical and detail-oriented mindset.
Problem-solving skills and flexibility to adapt to changing situations.
Ability to handle sensitive and confidential information.
Demonstrated independence and initiative in daily tasks
Identify and propose areas for improvement in processes or poorly performing service journeys
Maintain and improve required skill level according to the products and services supported
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:
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.
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