Customer Technical Services Analyst II

Mastercard; Kuala Lumpur; On-site; MYR 67,000 - 134,000; Full time

Job summary

Mastercard is seeking a Customer Technical Services Analyst II in Kuala Lumpur to provide elite technical support for B2B and B2E customers with product/service agreements. You will build strong customer relationships, ensure timely issue resolution, and continuously improve service delivery per Mastercard policies.

In this role, you will troubleshoot complex inquiries, contribute to testing efforts, and potentially guide junior teammates, while leveraging Mandarin to manage key clients across

Qualifications

• 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.

Responsibilities

• Provides service support for Mastercard's B2B and B2E customers with product and service agreements.
• Drives overall satisfaction and retention by understanding customers' core business and products.
• Builds long-term relationships and ensures timely response and resolution of issues.
• Enhances customer experience with high-level technical support per policies.
• Acts as technical resource to analyze, support, and troubleshoot inquiries.
• Contributes to testing to identify opportunities for improvement with customer voice.
• Implements process improvements to enhance service delivery and reduce inefficiencies.
• Manages small projects independently with specialized knowledge of Mastercard's products/services.
• Reviews issue logs and proposes resolutions, escalating when needed.
• Gains exposure to Mastercard products within a discipline and may guide peers.

Skills

Mandarin proficiency

Troubleshooting

Process improvement

Technical resolutions

Job description

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

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
• 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
• Proficiency in Mandarin is essential both written and spoken to manage key clients across Asia Pacific which includes Greater China

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.