Responsible for providing technical customer support, enhancing customer experience, troubleshooting inquiries, and contributing to process improvements. Builds long-term relationships with business and enterprise customers, ensuring satisfaction and retention through timely issue resolution.
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:
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.
Mastercard Boston, Massachusetts, USA Office
Our downtown Boston office is strategically located in the financial district, a short walk from South Station - one of the busiest transportation center in New England - and the Seaport District - a bustling, waterfront neighborhood and the tech hub of the city.
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
