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Customer Technical Services Analyst I

Customer Technical Services Analyst I

Mastercard

1 - 5 years

0 Lacs

navi mumbai maharashtra

Posted:3 days ago| Platform: Shine logo

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Skills Required

scripting xml databases web applications troubleshooting customer interaction written communication verbal communication sql task management api features api structures saas service implementations web service technologies

Work Mode

On-site

Job Type

Full Time

Job Description

In this role as a Customer Technical Services Analyst I within the Open Banking Client Support team, you will play a crucial part in providing top-notch technical assistance to clients. Your dedication to continuous improvement and innovative problem-solving skills will drive our customer experience strategy forward. Here's what you can expect in this position: Role Overview: - Provide comprehensive technical support for clients, including integrations, troubleshooting, and API Services training within a 24/7 operational framework. - Utilize expertise in scripting, XML, databases, task management, and web applications to develop enhanced approaches for resolving customer issues. - Demonstrate a deep understanding of platform and API features, effectively communicating these to clients. - Show agility in identifying solutions and offering practical guidance during technical troubleshooting and Q&A sessions with clients. - Build and maintain trusting relationships with customers, developers, engineers, and business partners. - Drive issue resolution in accordance with SLAs and KPIs. - Collaborate with internal team members to enhance customer satisfaction through exceptional troubleshooting skills. Key Responsibilities: - Possess prior experience in customer-facing service/support roles with a history of close interaction with customers. - Be comfortable with independent troubleshooting and problem-solving. - Collaborate effectively with internal and external stakeholders in issue resolution. - Demonstrate strong written and verbal communication skills, especially in conveying technical information professionally. - Assimilate technical concepts and present technical issues clearly to non-technical audiences. - Previous exposure to API structures, SaaS service implementations, SQL databases, and other Web service technologies in SaaS Models is desirable. Qualifications Required: - Prior experience in customer-facing service/support roles - Strong troubleshooting and problem-solving skills - Effective collaboration with internal and external stakeholders - Excellent written and verbal communication skills in a technical environment - Familiarity with API structures, SaaS service implementations, SQL databases, and Web service technologies in SaaS Models would be advantageous. In addition to the job-specific details, as an employee at Mastercard, you will be expected to adhere to the corporate security responsibilities. This includes following security policies, safeguarding the confidentiality and integrity of information, reporting any security violations, breaches, and completing mandatory security trainings as per Mastercard's guidelines.,

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Customer Technical Services Analyst I