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Customer Technical Services Analyst II

Customer Technical Services Analyst II

Mastercard

2 - 6 years

9 - 13 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

technical services technical support service delivery customer service digital payments information security troubleshooting process improvement customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Overview

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

The ideal candidate should be able to work in 24*7 environment

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Mastercard

IT Services and IT Consulting

Mastercard

pune, maharashtra, india

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Customer Technical Services Analyst II