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Job Description
Customer Technical Services – MPG Senior Customer Technical Services Analyst will:
- Provide operational and technical support and consultancy to all the participants of the MPG ecosystem, analyzing a wide variety of issues, determine needed actions, and follow through to resolution.
- Be responsible for overall satisfaction and retention of the MPG customers through knowledge of their business and product
- Build long-term customer relationship and ensures timely response and resolution of issues
Responsibilities
- Enhance customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquiries and through multiple communication channels (email, phone, chat)
- Serve as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquiries
- Simulate or recreate user issues to resolve operating difficulties
- Ensure that customer resolution efforts adhere to Mastercard standard processes and procedures
- Collaborate with others in support of products, processes and problem resolution.
- Lead and/or participate in customer visits for training, education and operational support
- Provide guidance to less experienced team members
- Leads small-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline
Job Requirements
- 2 to 5 years of technical/operations experience within payments industry or fin-tech company and a strong knowledge in the field of digital payments and/or mobile wallets ecosystems
- Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
- Advanced analytical, problem resolution skills, including negotiation and conflict resolution.
- Previous customer service experience and exposure to customer service tools and operating procedures is a strong plus
- Excellent interpersonal skills and written and verbal communication skills
- Ability to adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs.