Job Title:

Customer Technical Services Analyst I

Overview:

Overview
Customer Operations Support team is looking for Customer Technical Services Analyst to support existing customers with process, business, and technical consultation. You will be responsible for end to end process ownership of customer service requests and the coordination of teams to resolve issues timely. You will develop and maintain customer support guidelines, metrics, tools, and practices, and collect customer feedback and market intelligence, and share your findings with partners in Technology, Product and Customer/Market Delivery. In addition, you will meet with Mastercard internal teams to conduct inquiry reviews and identify technology or process enhancements

Role
In this client-facing position, you will:
• Respond to customer requests received via various channels including ticketing system, chat, e-mails and phone calls, ensuring that SLAs and KPIs are adhered to
• Analyze, troubleshoot, and pull data to solve customer issues, using a combination of available tools and individual knowledge
• Assist in incident and problem resolution, including escalating advanced issues to second and third level support teams
• Guide customers through Mastercard documentation and rules
• Provide guidance and share your knowledge with other team members
• Manage smaller projects/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline
• Working on-call after hours and during weekends may be required from time to time


All About You
• Experience in Technical Support delivery to B2B customers
• Languages: fluency in English, Polish required
• Experience using proprietary tools, systems, and documentation to resolve moderately difficult customer issues
• Success in answering and completing technical customer service inquiries
• Strong ability to communicate technical solutions and concepts successfully to different level of audiences
• Highly desirable to have general understanding of payment networks and payment card industry
• Ability to build partnerships with colleagues from multiple areas within your organization
• Ability to perform under pressure in a global company environment
• Self-motivated, passionate, works well both independently and as part of a team