Customer Technical Services Analyst II

12 hours ago

Pune, Maharashtra, India Mastercard Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title:

Customer Technical Services Analyst II

Overview:

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

• Enhances customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquires

• Contributes to customer experience by supporting Mastercard's open API Platform as well as providing Level 1 and Level 2 technical gateway and development sandbox support

• Serves as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquires

• Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures

• Represents the voice of the customer to product line, application team and shared services group

• Conducts testing and support to identify opportunities for improvements with customer experience at the forefront

• Leads medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline

• Provides guidance to less experienced team members

Experiences

• Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries

• Experience implementing process improvements according to standard procedures

• Experience serving as the go-to person for delivering high quality technical resolutions in a timely mannerTo find US Salary Ranges, visit People Place. Under the Compensation tab, select "Salary Structures." Within the text of "Salary Structures," click on the link "salary structures 2025," through which you will be able to access the salary ranges for each Mastercard job family. For more information regarding US benefits, visit People Place and review the Benefits tab and the Time Off & Leave tab.

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