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Customer Technical Services Analyst II

Customer Technical Services Analyst II

Mastercard

3 - 8 years

9 - 13 Lacs

pune

Posted:1 week ago| Platform:

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Skills Required

customer technical services case management oracle relationship management xml customer service digital payments sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

This position requires excellent customer facing skillsets in both phone and written communication channels
The role will also be responsible for capturing detailed and specific technical aspects to raise awareness to Level 2 support teams to help resolve customer or internal issues while ensuring superior customer experiences
Some of the major accountabilities are, but not limited to the following: Provide customer service to our customers and business partners while managing daily workflow coordination in our case management system
Act as the front line liaison to our customers and business partners in a support role documenting key issues/requirements on support cases; ensure proper resolution is provided Provide excellent customer support experience in a timely fashion
Ability to work in fast paced environment when there are critical situations Capable of understanding basic technical principles across various technology platforms Collaborate across teams ensuring consistency and clarity is understood and documented Obtain a great knowledge of Mastercard systems Accountabilities will include some but not necessarily all based upon specific role: Provide support to customers (external and internal)
Manage support cases by ensuring timely updates are provided to impacted user Execute research tasks to identify resolution
Hold customer conference calls to review open/ongoing issues Perform test cases on platform changes Partner with Level 2 teams to discuss and advocate customer challenges seeking resolutionEducation: Bachelors degree in Information Technology, Computer Science, or Management Information Systems or equivalent combination of relevant experience and education

Knowledge / Experience:

Minimum 3 years of experience in related field Good technical knowledge and capability/aptitude Communication across and up an organization Demonstration of MC

Core Competencies Skills/ Abilities:

High degree of initiative and self-motivation with a willingness and ability to learn and take on challenging opportunities Must be a team player, detail-oriented, proactive and have the ability to function under pressure in an independent environment; possess leadership initiative and self-motivation to drive results
Ability to work with global business partners/customers at all levels within the organization demonstrating strong communication skills (both verbal and written)
Possess strong relationship management, collaboration, organizational and prioritization skills with a sense of urgencyAdditional skills: Microsoft Office (Outlook), Preferred Skills: SQL, Oracle environments; experience in understanding of database query management, capable of understanding API/XML messages

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Mastercard

IT Services and IT Consulting

Mastercard

pune, maharashtra, india

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Customer Technical Services Analyst II