Provides technical support and troubleshooting for Mastercard’s B2B and enterprise customers across Asia Pacific. Analyzes customer issues, delivers timely resolutions, escalates complex problems, supports testing, recommends process improvements, and manages small initiatives. Builds customer relationships, promotes satisfaction and retention, develops product expertise, and may guide less experienced team members. Mandarin proficiency is essential for supporting clients in Greater China.
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
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• 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:
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
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• 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.
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Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
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