Job Title:

Senior Customer Technical Services Analyst (Digital products, Russian language))

Overview:

Customer Technical Services Team provides technical and operational support to business-to-business (B2B) customers that have product or service agreements with Mastercard.

Customer Technical Services – Digital Support Specialist will:

• Provide operational and technical support and consultancy to the B2B customers in EEMEA, analyzing a wide variety of issues, determine needed actions, and follow through to resolution (MDES, Masterpass, Send, Click2Pay products).

• Be responsible for overall satisfaction and retention of customers through knowledge of their business and product

• Build long-term customer relationship externally and internally to ensure timely and professional resolution of issues

Responsibilities
• Enhance customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquiries
• Serve as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquires
• Simulate or recreate user issues to resolve operating difficulties
• Ensure that customer resolution efforts adhere to Mastercard standard processes and procedures
• Represent the voice of the customer to product team, application team and shared services group
• Identify opportunities for improvements with customer experience at the forefront
• Lead medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline
• Provide guidance to less experienced team members
• Collaborate with others in support of products, processes and problem resolution.
• Lead and/or participate in customer visits for training, education and operational support

Knowledge/Experience

• 5-7 years of technical/operations experience within payments industry or fintech company and a strong knowledge in the field of digital payments and the tokenization
• Previous customer service experience a strong plus
• Experience in working with multiple stakeholders across the organization
• 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 manner
• Excellent interpersonal skills and written and verbal communication skills in Russian and English
• Advanced analytical, problem resolution and project management skills, including negotiation and conflict resolution.
• Ability to adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs.