Position: Senior Customer Technical Services Analyst
Location: Pune, Maharashtra, India
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Qualification and Skills
- Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
- Experience implementing process improvements according to standard procedures
- Experience serving as the go-to person for delivering high quality technical resolutions in a timely manner
Responsibilities
- Enhances customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquires
- Contributes to customer experience by supporting Mastercard’s open API Platform as well as providing Level 1 and Level 2 technical gateway and development sandbox support
- Serves as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquires
- Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures
- Represents the voice of the customer to product line, application team and shared services group
- Conducts testing and support to identify opportunities for improvements with customer experience at the forefront
- Leads medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard’s products/services within a particular discipline
- Provides guidance to less experienced team members
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