Customer Technical Service Analyst II
4 days ago
Description
• 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 • Builds long-term customer relationships and ensures timely response and resolution of issues • Enhances customer experience by providing high level technical customer service and support according to established policies and procedures • Serves as technical resource accountable for analyzing, supporting and troubleshooting customer technical support inquiries; provides alternate solutions as needed • Contributes to testing efforts to identify opportunities for improvements with the voice of the customer in mind • Implements process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies • Reviews customer issue logs and proposes resolutions, escalating issues that require more advanced knowledge • Gains exposure to Mastercard products/services within a particular discipline or product line
Requirements
• Experience troubleshooting and responding to routine customer inquiries with high quality resolutions • Experience assisting on process improvement initiatives according to standard procedures • Experience delivering technical resolutions in a timely manner
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