Customer Technical Services Analyst Overview
The Global Customer Service team is looking for Customer Technical Service Analyst to drive our customer experience strategy forward by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
Global Customer Service acts as a single point of contact for our external customers and internal business partners. GCS completes analysis of wide variety of customer’s business and technical inquiries, providing end-to-end ownership. GCS is in essence ‘The face of Master Card’ to ensure our customers receive world class support.

Purpose of job

• 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 telephone and electronic communications (e-mail)

Role

• Capture detailed and accurate information about issues, concerns and enhancements
• SLAs and daily deliverables
• Resolving and responding to clients issues- quickly
• Meet or exceed target departmental objectives related to key performance on issue resolution, customer satisfaction and overall availability to handle customer inquiries
• Liaise with regional and country teams to understand the dynamics of the market and potential service and efforts needed to support operational inquiries
• Provide world class support leveraging our Shared Service support model while integrating new procedures across a regional and global network
• Communicate frequently and clearly with different products and understand future enhancements
• Create documentation materials to be leveraged in a re-useable scalable way so that the product line can be supported on a global level with minimal effort

All About You

• Have a good understanding of Core Payment Products (Credit Card/Pre-paid card/Debit Card)
• Must be familiar with Card Payment Industries (Mastercard, Visa, Issuer & Acquirer)
• Card domain knowledge
• Technical knowledge on SQL/Unix
• Advanced interpersonal and team oriented skills
• Advanced written and verbal communications skills
• Ability to adapt personal work style to accommodate an ever changing, diverse and global environment
• Ability to organize and prioritize multiple tasks simultaneously based on current business needs

Specific Skills needed

• You should be able to display superior Customer Service
• Must have financial acumen and understanding of the four party process model

• 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.