Senior Customer Technical Services Analyst - SA On Soil - Johannesburg at Mastercard

Overview

• Be the lead support for the SA On Soil project kicking off 1st Oct 2023 
• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• 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 across a diverse and complex array of customer inquires
• Serves as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquires
• Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures
• Represents the voice of the customer to product line, application team and shared services group
• Leads medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline
• Provides guidance to less experienced team members

Experiences

• 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