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Senior Customer Technical Services Analyst

Senior Customer Technical Services Analyst

Mastercard

3 - 7 years

0 Lacs

pune maharashtra

Posted:4 days ago| Platform: Shine logo

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Skills Required

customer relationship management troubleshooting process improvement project management product implementation communication skills crm microsoft office technical customer service problemsolving

Work Mode

On-site

Job Type

Full Time

Job Description

As a Senior Customer Technical Services Analyst at Mastercard, your role is crucial in providing top-notch service support to businesses (B2B) with product and service agreements. Your primary focus will be on ensuring overall satisfaction and retention of these business customers by leveraging your knowledge of their core business and products. Building long-term customer relationships, responding to issues promptly, and resolving them effectively are key aspects of your responsibilities. Your dedication to continuous learning and development, along with strong communication skills in both written and verbal forms, will be essential in excelling in this role. Your key responsibilities will include: - Enhancing customer experience through high-level technical customer service and support following established policies and procedures - Serving as a technical resource to analyze, support, and troubleshoot customer technical inquiries, providing alternative solutions when necessary - Contributing to testing efforts to identify opportunities for improvements while keeping the voice of the customer in mind - Implementing process improvements and formulating recommendations to enhance customer service delivery and minimize inefficiencies - Taking ownership of large to mid-sized projects/initiatives with specialized knowledge of Mastercard's products/services within a specific discipline - Reviewing customer issue logs, proposing resolutions, and escalating complex issues as needed - Providing guidance and training to less experienced team members - Delivering against established Key Performance Indicators To excel in this role, you should have experience in leading investigation and resolution efforts for technically advanced customer product/service issues, as well as supporting the implementation of new products or enhancements with a focus on the Voice of the Customer. Your ability to communicate effectively, collaborate with diverse audiences, meet customer-specific SLAs, and demonstrate solid problem-solving skills will be crucial. Familiarity with CRM and Microsoft Office applications, flexibility to work in shifts, and provide on-call support on weekends are also required. Additionally, 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 accessed information - Report any suspected information security violations or breaches - Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines Your dedication to information security and adherence to these guidelines will contribute to maintaining a secure environment for Mastercard's assets, information, and networks.,

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Senior Customer Technical Services Analyst