Senior Customer Technical Services Analyst in Pune, MH

Description

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. 

Job Title

Senior Customer Technical Services AnalystOverview
Global Customer Service acts as a single point of contact for our external customers to deliver a compelling customer experience. Global Customer Service analyzes a wide variety of business and technical inquiries, providing end-to-end ownership and resolution and ensuring Service Level Agreement adherence.
Purpose of job
- Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution
- Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications (e-mail)
Specifics
- Regional Global Customer Service responsibilities
- Regional Customer Support; Advanced understanding of Payment Products
- - Are you looking for a chance to start something from scratch?
- Have you always been a leader of change and part of the solution?
- Do you enjoy creating your own future and choosing the direction it takes?

Role
• Capture detailed and accurate information about issues and concerns to provide resolution or clarification as needed.
• Communicate frequently and clearly with various products owners, customers and various internal stakeholders and understand future enhancements
• Responsible for onboarding new products and migrations, creating customer service procedures, and managing communication and knowledge sharing, to ensure readiness of customer service teams across all functional internal and external teams
• Act as voice of customer within the company to achieve the best customer experience and increase awareness of customer feedback within the company.
• Negotiate, resolve and present to internal/external customers.
• Lead and/or participate in customer visits for training, education and operational support.
• Recommend and implement business or process improvements
• Provide leadership, mentoring, project leadership and delegation on an as-needed basis

All About You
Knowledge / Experience:
• Technical/operations experience within financial/payments industry
• Expert customer service experience required.
• Expert knowledge of Payments Products( Credit/Pre-paid/Debit) and Four Party Payment Model (Issuer & Acquirer)
• Ability to clearly communicate business goals and strategy
• Ability to design and develop support model for products and define roadmap for providing support for business needs (trouble-shooting, defining tools, etc.)
• Experience working on cross-functional and large projects
• Experience managing projects and work of Customer Operations teams


Skills/ Abilities:
• Excellent interpersonal skills and written and verbal communication skills.
• Technical and operational skills (PL/SQL, MS Office, etc)
• Advanced analytical, problem resolution and project management skills, including negotiation and conflict resolution.
• 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.

COVID-19 Considerations

In many locations, we've implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in our NYC offices, as required by law, only individuals who have been fully vaccinated against COVID-19 will be permitted inside Mastercard offices unless a reasonable accommodation has been approved in advance.

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.

 Apply on company website