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Customer Technical Services Analyst I

Mastercard

Mastercard

IT, Customer Service
Navi Mumbai, Maharashtra, India
Posted on Tuesday, June 11, 2024

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Customer Technical Services Analyst I

Job Description Summary
Overview:
The DS Support team is seeking an individual who possesses tenacity and a keen eye for detail—an individual unafraid of navigating complex challenges. We're in search of a dedicated learner, committed to continuous improvement, with a drive to propel our customer experience strategy forward through innovation and adept problem-solving. The ideal candidate demonstrates a passion for the customer journey, exhibits high motivation, maintains intellectual curiosity, and aspires to grow both personally and technically within the realm of technical support.

Role:
• Provide comprehensive technical support for clients, encompassing integrations, troubleshooting, and API Services training within a 24/7 operational framework.
• Leverage expertise in scripting, XML, databases, task management, and web applications to devise improved approaches for resolving customer issues.
• Possess a deep understanding of platform and API features and capabilities, effectively communicating these to clients.
• Demonstrate agility in identifying potential solutions and providing practical guidance during technical troubleshooting and Q&A sessions with clients.
• Establish and nurture trusting relationships with customers, developers, engineers, and business partners.
• Champion the resolution of issues in alignment with SLAs and KPIs.
• Employ exceptional troubleshooting skills to collaboratively work with internal team members in issue resolution, thereby bolstering customer satisfaction.

All About You:
The ideal candidate for this position should:
• Possess prior experience in one or more customer-facing, service/support roles with a history of close interaction with customers.
• Exhibit comfort in independent troubleshooting and problem-solving.
• Demonstrate the ability to collaborate effectively with both internal and external stakeholders in issue resolution.
• Display strong written and verbal communication skills, including the capacity to convey information professionally in a highly technical environment.
• Be adept at assimilating technical concepts and skilled at presenting technical issues succinctly and clearly to a non-technical audience.
• Possess previous exposure to API structures, SaaS service implementations, databases like SQL, and other Web service technologies in SaaS Models (Desirable).

Corporate Security Responsibility


All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

  • Abide by Mastercard’s security policies and practices;

  • Ensure the confidentiality and integrity of the information being accessed;

  • Report any suspected information security violation or breach, and

  • Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.