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
Lead Customer Technical Services Analyst
Overview
• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
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• Builds long-term customer relationships and ensures timely response and resolution of issues
Responsibilities
• Leads the investigation and resolution of technically advanced customer product/service issues, concerns and requests; provides feedback to designated teams for improved customer experience and prompt issue resolution
• Interfaces directly with customer to provide technical and operational support in response to inquires relative to core application, products and operations
• Collaborates 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
• Serves as an expert-level technical resource capable of simulating and recreating customer issues in order to provide a resolution
• Deliver against established Key Performance Indicators
• Leads large-sized projects/initiatives as an individual contributor with advanced knowledge of Mastercard's products/services within a particular discipline
• Mentors junior colleagues by providing training to develop skills and capabilities across the team
Experiences
• Experience leading investigation and resolution efforts to address technically advanced customer product/service issues or inquiries
• Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront
• Proven ability to interface directly with customers on most challenging/complex issues
Russian language required
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.