Customer Technical Services Analyst II

    • Singapore

Who is Mastercard?

We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Customer Technical Services Analyst II

Overview
• Responsible for all aspects of operations support for existing customers, including process, business and technical consultation
• Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues timely
• Accountable for developing and maintaining customer support guidelines, metrics, tools and practices throughout the customer life cycle
• Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
• Meets with Customers and Mastercard teams to conduct inquiry reviews and to identify technology or process enhancements

Role
• Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues
• Analyzes, troubleshoots, and pulls code and data to solve customer inquiries; uses a combination of available tools and individual knowledge
• Guides customers through training documents, and may provide alternative solutions
• Provide guidance to less experienced team members on a need to basis
• Manages smaller project/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline
• Provides technical and domain support to internal consultation process to answer technical questions and explain technical concepts

All About You
• Experience in Technical Support delivery to B2B customers
• Experience using proprietary tools, systems, and documentations to resolve moderately difficult customer issues.
• Hands on experience with relational database management systems (SQL) for complex research, desirable to have experience with analytics/ business intelligence/data visualization tools.
• Success in answering and completing technical customer service inquiries; demonstrates strategic and preventative thinking with moderately difficult concepts
• Strong ability to communicate technical solutions and concepts successfully to different level of audiences
• General understanding of software patterns and concepts, programming languages, database structures, and related operational protocols
• Highly desirable to have general understanding of payment networks and industry.
• Demonstrated initiative in building relationships with colleagues from multiple areas within your organization
• Willingness to work on rotating shifts in a 24/7 environment

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.​

If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

A technology company in the global payments business, Mastercard offers businesses and people complete peace of mind when completing important financial transactions in locations around the world.

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