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
Senior Customer Technical Services Analyst Overview• Provides service support for businesses (B2B) 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.
• You will need to bring with you to this role your drive to learn and develop as well as demonstrate effective communication skills in both written and verbal forms
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 large to mid-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
• Provide guidance & training to less experienced team members.
• Deliver against established Key Performance Indicators
Experiences
• Experience leading investigation and resolution efforts to address technically advanced customer product/service issues or inquiries
• Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront
• Proven ability to interface directly with customers on most challenging/complex issues
• Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required
• Knowledge of Banking & Payment industry products and services
• Proven ability and excellent track record in meeting and exceeding customer specific SLAs coupled with solid problem-solving skills
• Demonstrated experience in CRM and Microsoft Office applications
• Flexibility to work in shifts & provide on call support on weekends.
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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