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Senior Technician, Customer Technical Services

Senior Technician, Customer Technical Services

Mastercard

3 - 7 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 support 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

As a Senior Technician in Customer Technical Services at Open Banking Client Support, your role is crucial in providing comprehensive technical support for clients. Your responsibilities include: - Providing technical support for clients, including integrations, troubleshooting, and API Services training within a 24/7 operational framework. - Utilizing expertise in scripting, XML, databases, task management, and web applications to improve approaches for resolving customer issues. - Demonstrating a deep understanding of platform and API features to effectively communicate these to clients. - Identifying potential solutions and offering practical guidance during technical troubleshooting and Q&A sessions with clients. - Building and maintaining trusting relationships with customers, developers, engineers, and business partners. - Ensuring the resolution of issues aligns with SLAs and KPIs. - Collaborating with internal team members to resolve issues and enhance customer satisfaction. To excel in this role, you should: - Have prior experience in customer-facing service/support roles with a focus on customer interaction. - Be comfortable with independent troubleshooting and problem-solving. - Collaborate effectively with internal and external stakeholders in issue resolution. - Possess strong written and verbal communication skills, especially in conveying technical information clearly. - Be able to present technical issues concisely to a non-technical audience. - Have exposure to API structures, SaaS service implementations, SQL databases, and other Web service technologies in SaaS Models (Desirable). In addition to your primary responsibilities, as a Mastercard employee, you are expected to adhere to the company's security policies and practices. This includes ensuring the confidentiality and integrity of information, reporting any security violations or breaches, and completing all mandatory security trainings.,

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Senior Technician, Customer Technical Services