Contractor - Customer Technical Services Analyst II

Job Title: Contractor - Customer Technical Services Analyst II

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. Builds long-term customer relationships and ensures timely response and resolution of issues.

Responsibilities:

1. Enhances customer experience by providing high level technical customer service and support according to established policies and procedures.
2. Serves as technical resource accountable for analyzing, supporting and troubleshooting customer technical support inquiries; provides alternate solutions as needed.
3. Contributes to testing efforts to identify opportunities for improvements with the voice of the customer in mind.
4. Implements process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies.
5. Assumes responsibility for small-sized projects/initiatives as an individual contributor with specialized knowledge of Mastercard's products/services within a particular discipline.
6. Reviews customer issue logs and proposes resolutions, escalating issues that require more advanced knowledge.
7. Gains exposure to Mastercard products/services within a particular discipline or product line.
8. May provide guidance to less experienced team members.

Experiences:

1. Experience troubleshooting and responding to routine customer inquiries with high quality resolutions.
2. Experience assisting on process improvement initiatives according to standard procedures.
3. Experience delivering technical resolutions in a timely manner.
4. Experience working within the Card Operations/Payment Technology space servicing end customers.

Additional Requirement: Weekend Work May be Required