JOB DESCRIPTION
Our Purpose
Title and Summary
Customer Technical Services Analyst IICustomer 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
- Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
- Meets with Mastercard internal teams to conduct inquiry reviews and to identify technology or process enhancements
Role
Responds to customer requests received via a number of channels including telephone calls and emails, ensuring that SLAs and KPIs are adhered toReviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issuesAnalyses, troubleshoots, and pulls data to solve customer inquiries; uses a combination of available tools and individual knowledgeGuides customers through training documents, and may provide alternative solutionsProvide guidance to less experienced team members on a need to basisManages smaller project / initiatives as an experienced individual contributor with specialized knowledge within assigned disciplineAll About You
Experience in Technical Support delivery to B2B customersExperience using proprietary tools, systems, and documentations to resolve moderately difficult customer issuesSuccess in answering and completing technical customer service inquiriesStrong ability to communicate technical solutions and concepts successfully to different level of audiencesGeneral understanding of Internet protocols and API specificationsHighly desirable to have general understanding of payment networks and payment card industryDemonstrated initiative in building relationships with colleagues from multiple areas within your organizationAbility to perform under pressure in a global company environment.Excellent communication skills, both written and verbal, plus the ability to clearly communicate to management levelHave a master’s degree or equivalent combination of education and experienceSelf-motivated, passionate, works well both independently and as part of a teamFluency in English and Polish requiredCorporate 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.
