Customer Tech Support Analyst II, Payments Onboarding

Mastercard; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global payments technology company is seeking a Customer Technical Services Analyst II in Johannesburg. This role involves providing technical support to internal and external customers within the Merchant Services space. Candidates should have experience in customer service, effective communication skills, and knowledge of the eCommerce/payments industry. This position supports a 7-day shift roster and demands problem-solving abilities to ensure service level agreements are met.

Qualifications

• Experience in a technical customer service role.
• Ability to communicate effectively across diverse audiences.
• Understanding of eCommerce and payments industry.
• Knowledge of internet, programming languages, and IP networking.
• Solid problem-solving skills and track record in meeting SLAs.
• Experience with CRM and Microsoft Office applications.

Responsibilities

• Manage merchant onboarding and profile configuration.
• Provide Level 1 & 2 technical support to customers.
• Support technical incidents through the CRM system.
• Prepare and distribute communications with stakeholders.
• Complete administration tasks on a daily, weekly, and monthly basis.
• Ensure effective communication with UK and US teams.
• Inform Team Leader of workload status and key issues.
• Adhere to Mastercard policies and procedures.

Skills

Technical customer service experience

Effective communication skills

Knowledge of eCommerce/payments

Understanding of web programming and networking

Problem solving skills

CRM and Microsoft Office

Job description

A global payments technology company is seeking a Customer Technical Services Analyst II in Johannesburg. This role involves providing technical support to internal and external customers within the Merchant Services space. Candidates should have experience in customer service, effective communication skills, and knowledge of the eCommerce/payments industry. This position supports a 7-day shift roster and demands problem-solving abilities to ensure service level agreements are met.