Senior Customer Technical Services Analyst
3 days ago
- Senior Customer Technical Services AnalystOverview Provides service support for businesses (B2B) 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
- You will need to bring with you to this role your drive to learn and develop as well as demonstrate effective communication skills in both written and verbal formsResponsibilities 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 large to mid-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 Provide guidance & training to less experienced team members
- Deliver against established Key Performance IndicatorsExperiences Experience leading investigation and resolution efforts to address technically advanced customer product/service issues or inquiries
- Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront Proven ability to interface directly with customers on most challenging/complex issues Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required
- Knowledge of Banking & Payment industry products and services Proven ability and excellent track record in meeting and exceeding customer specific SLAs coupled with solid problem-solving skills Demonstrated experience in CRM and Microsoft Office applications Flexibility to work in shifts & provide on call support on weekends
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