Customer Technical Services Analyst - Johannesburg, South Africa - Mastercard

Mastercard

Verified Company

Johannesburg, South Africa

4 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

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.

Title and Summary

Customer Technical Services Analyst

Job Description Summary

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 smallsized 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

Experience Required:

12 years' experience in a similar role
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

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.