Founded in 1966, Mastercard is a worldwide transaction, payment-processing, and consulting company best known for its line of personal and business credit cards. As an employer, Ma
Customer Technical Services Analyst II-1
Location
Malaysia
Posted
32 days ago
Salary
0
Seniority
Mid Level
Job Description
Customer Technical Services Analyst II-1
Mastercard
Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Customer Technical Services Analyst II-1 Overview• 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 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• Experience troubleshooting and responding to routine customer inquiries with high quality resolutions• Experience assisting on process improvement initiatives according to standard procedures• Experience delivering technical resolutions in a timely manner Language: Proficiency in Mandarin is essential; The ideal candidate should be able to work in 24*7 environment 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.
Benefits
- 401(K), 401(K) matching, Adoption Assistance, Childcare benefits, Commuter benefits, Company equity, Company-sponsored outings, Company sponsored family events, Customized development tracks, Dedicated diversity and inclusion staff, Dental insurance, Disability insurance, Documented equal pay policy, Volunteer in local community, Employee stock purchase plan, Family medical leave, Fitness stipend, Flexible Spending Account (FSA), Flexible work schedule, Generous parental leave, Generous PTO, Company-sponsored happy hours, Health insurance, Job training & conferences, Life insurance, Charitable contribution matching, Mentorship program, Paid volunteer time, Online course subscriptions available, Onsite gym, Open office floor plan, Paid holidays, Paid industry certifications, Paid sick days, Onsite office parking, Partners with nonprofits, Performance bonus, Pet insurance, Promote from within, Recreational clubs, Lunch and learns, Relocation assistance, Free snacks and drinks, Team based strategic planning, Team workouts, Tuition reimbursement, Vision insurance, Wellness programs, Some meals provided, Mental health benefits, Diversity employee resource groups, Fertility benefits, Employee resource groups, Employee-led culture committees, Hybrid work model, In-person all-hands meetings, Employee awards, Pay transparency, Transgender health care benefits, Wellness days, Abortion travel benefits, Meditation space, Mother's room, Personal development training, Virtual coaching services, Apprenticeship programs, Flexible time off, Floating holidays, Bereavement leave benefits
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