Analyst, Customer Technical Services - Loyalty Products & Services at Mastercard

Overview

• Provides service support for businesses (B2B) that have agreements with Mastercard for any of the Loyalty suite of products and services (Rewards, benefits & offers)
• 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

Responsibilities

• 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 small-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
• May provide guidance to less experienced team members

Experiences & Skills

• Experience assisting on process improvement initiatives according to standard procedures
• Experience troubleshooting and responding to routine customer inquiries with high quality resolutions
• Experience delivering technical resolutions in a timely manner
• Analytical skills
• Intermediate+ SQL queries
• Basic knowledge of IT structures (networks, infra-structure, web services, coding, frameworks)