Description
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Customer Technical Services Analyst II OverviewCustomer Technical Services (CTS) acts as a single point of contact for Schemes, Participants, business, and internal business partners, analyzing a wide variety of customer inquiries and providing end-to-end ownership of issues.
CTS provides first and second-level technical support and drives system processing changes on behalf of Mastercard customers. Takes intelligence gained from servicing customers' technical needs and provides feedback on business and process improvements to improve customer experience.
The Role
• Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution
• Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via approved support channels
• Capture detailed and accurate information issues, concerns and enhancements
• Collaborate with internal business partners to facilitate and support the internal implementation of any new product or technology enhancement, ensuring that customer ' voice' is taken into account
• Responding and resolving customers issues while meeting SLAs
• Meet or exceed target departmental objectives related to key performance on issue resolution, customer satisfaction and overall availability to handle customer inquiries
• Implement process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies
• Leads medium-sized projects/initiatives as an individual contributor with advanced knowledge of Mastercard's products/services within a particular discipline
• Devise, maintain, and manage Process maps, SOP & technical documentation for internal use
• Mentor junior colleagues by providing training to develop skills and capabilities across the team
All About you
• The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
• Experience in Operations, Customer Support, Service Desk or related fields (B2B)
• Advanced problem-solving skills troubleshooting and responding to routine customer inquiries with high quality resolutions
• Excellent written and verbal communication skills
• Experience in card operations with emphasis on authorization, clearing, settlement and real-time payments is a plus
• Proven ability to interface directly with customers on most challenging/complex issues
• Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront
• Experience implementing process improvements according to standard procedures
• Experience creating Knowledge articles, SOP and Operational Process
• Willing to work in 12 hour shift team environment with rotational work schedule that provides 24/7 Global support to business stakeholders
• Proactively seeks out opportunities to improve support, software, and user experiences.
• Familiar with ITIL framework
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
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, and
Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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