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Customer Technical Services Analyst II

Customer Technical Services Analyst II

Mastercard

2 - 6 years

0 Lacs

pune maharashtra

Posted:4 days ago| Platform: Shine logo

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Skills Required

customer support troubleshooting process improvement project management product knowledge technical customer service

Work Mode

On-site

Job Type

Full Time

Job Description

As a Customer Technical Services Analyst II at Mastercard, your role involves providing service support for businesses (B2B) and enterprises (B2E) with product and service agreements. Your primary responsibility is to ensure overall satisfaction and retention of these business customers by leveraging your knowledge of their core business and products. You will build long-term customer relationships and ensure timely response and resolution of issues. Your key responsibilities will include: - Enhancing customer experience by providing high-level technical customer service and support following established policies and procedures - Analyzing, supporting, and troubleshooting customer technical support inquiries, and providing alternate solutions when necessary - Contributing to testing efforts to identify opportunities for improvements with the voice of the customer in mind - Implementing process improvements and formulating recommendations to enhance customer service delivery and minimize inefficiencies - Taking on small-sized projects/initiatives as an individual contributor with specialized knowledge of Mastercard's products/services within a particular discipline - Reviewing customer issue logs, proposing resolutions, and escalating issues that require advanced knowledge - Providing guidance to less experienced team members when needed Your experiences should include: - Troubleshooting and responding to routine customer inquiries with high-quality resolutions - Assisting on process improvement initiatives following standard procedures - Delivering technical resolutions in a timely manner The ideal candidate for this role should be capable of working in a 24*7 environment. As part of your corporate security responsibility at Mastercard, you are expected to: - 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 - Complete all periodic mandatory security trainings in accordance with Mastercards guidelines Please note that all activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization, and it is essential that you take responsibility for information security in your role.,

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Customer Technical Services Analyst II