Job Title:

Customer Technical Services Analyst II

Overview:

Customer Technical Services Analyst II

Overview
• Responsible for all aspects of operations support for existing customers, including process, business and technical consultation
• Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues timely
• Accountable for developing and maintaining customer support guidelines, metrics, tools and practices
• Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
• Meets with Mastercard internal teams to conduct inquiry reviews and to identify technology or process enhancements

Role
• Responds to customer requests received via a number of channels including telephone calls and emails, ensuring that SLAs and KPIs are adhered to
• Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues
• Analyses, troubleshoots, and pulls data to solve customer inquiries; uses a combination of available tools and individual knowledge
• Guides customers through training documents, and may provide alternative solutions
• Provide guidance to less experienced team members on a need to basis
• Manages smaller project/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline


All About You
• Experience in Technical Support delivery to B2B customers
• Experience using proprietary tools, systems, and documentations 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
• General understanding of Internet protocols and API specifications
• Highly desirable to have general understanding of payment networks and payment card industry
• Demonstrated initiative in building relationships with colleagues from multiple areas within your organization
• Ability to perform under pressure in a global company environment.
• Excellent communication skills, both written and verbal, plus the ability to clearly communicate to management level
• Have a master’s degree or equivalent combination of education and experience
• Self-motivated, passionate, works well both independently and as part of a team
• Fluency in English and Polish required