Customer Technical Services Analyst I

Customer Technical Services Analyst I

Customer Technical Services (CTS) serves as a single point of contact for Schemes, Participants, external businesses, and internal business partners—analyzing a wide range of customer inquiries and providing end-to-end ownership of issue resolution. CTS delivers first- and second-level technical support and drives system processing changes on behalf of Mastercard customers. Insights gained from addressing customers' technical needs are used to provide feedback on business and process improvements, enhancing the overall customer experience. The CTS team is responsible for the overall satisfaction and retention of these business customers through leveraging on knowledge of their core business and products to build long-term customer relationships by ensuring timely response and resolution of issues. As a Customer Technical Services Analyst on the team, you will be equipped with the knowledge to provide support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard.

The Role

• 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 inquires; 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

• Assumes responsibility for small-sized projects/initiatives as an individual contributor with specialized knowledge of Mastercard's products/services within a particular discipline

• 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

All About You

• Fluency in both written and spoken Chinese and English is essential for this role.

• 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

• Hybrid working arrangements

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.