Posted:1 week ago|
Platform:
Work from Office
Full Time
Title and Summary
Acceptance Technical Optimization Analyst IIPurpose of the TeamCustomer Technical Services (CTS) serves as the central point of contact for Mastercards external customers and internal business partners. The team is responsible for analyzing a wide range of business and technical inquiries, providing end-to-end ownership and resolution. CTS represents The Face of Mastercard, ensuring our customers receive world-class support and technical guidance.Purpose of the RoleThe Acceptance Technical Optimization Analyst II provides operational and technical support by proactively analyzing customer issues, identifying root causes, and driving resolution. This role contributes to the optimization of acceptance performance and supports continuous improvement initiatives across Mastercards platforms and partners.Key ResponsibilitiesHandle customer interactions across multiple channels (calls, chats, emails) while managing cases effectively.Demonstrate a foundational to intermediate understanding of the four-party payment ecosystem.Act as a key contact for customer issues, enhancement requests, and technical concerns.Meet or exceed departmental KPIs related to issue resolution, customer satisfaction, and availability.Utilize Mastercard systems for configuration, troubleshooting, and cross-system integrations.Apply structured problem-solving techniques using defined processes and escalation paths.Represent GCC B2B in troubleshooting calls and ensure accurate and efficient system updates.Support investigation of acceptance issues to understand root causes and contribute to resolution activities as directed.Gain exposure to Mastercards acceptance resolution strategies and contribute to their execution.Review issue logs to understand and track existing acceptance gaps.Support senior team members in resolving complex acceptance challenges.Provide guidance to less experienced team members as needed.All About YouTo succeed in this role, you should bring a bachelors degree or equivalent experience in business, finance, or information technology, along with prior experience supporting internal and external customers in a technical or operational capacity. Youll need strong communication, analytical, and problem-solving skills, with the ability to manage multiple systems and customer interactions effectively.You are expected to demonstrate intermediate-level proficiency in customer service, business acumen, data-driven decision-making, global perspective, and service performance tracking. Foundational capabilities in innovation, people leadership, and strategic thinking will further support your success in this role.Work ConditionsBusiness attire may be required occasionally.Weekend and holiday work may be applicable based on business needs.Shift-based work schedule will apply.Ideal Candidate TraitsYou are a great fit if you: Are motivated to contribute to a world beyond cash.See challenges as opportunities and embrace change with a positive mindset.Proactively seek innovative solutions to improve processes and outcomes.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:
Mastercard
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