Customer Technical Services Analyst II

About the role

The Customer Technical Services Analyst II will provide high‑level technical support to Mastercard’s business‑to‑business and business‑to‑enterprise customers. Working closely with clients across the Asia‑Pacific region, the analyst ensures satisfaction, retention and timely resolution of technical issues while contributing to service improvements.

Key responsibilities

• Deliver high‑quality technical customer service and support in line with Mastercard policies.
• Analyze, troubleshoot and resolve customer technical inquiries, offering alternative solutions when needed.
• Participate in testing activities to identify improvement opportunities from the customer’s perspective.
• Recommend and implement process improvements to enhance service delivery and reduce inefficiencies.
• Lead small‑scale projects or initiatives as an individual contributor with specialized product knowledge.
• Review issue logs, propose resolutions, and escalate complex problems to senior experts.
• Provide guidance and mentorship to less experienced team members.

Required profile

• Proven experience troubleshooting routine customer inquiries and delivering timely technical resolutions.
• Experience supporting process‑improvement initiatives following standard procedures.
• Ability to communicate effectively in Mandarin (written and spoken) to serve key clients in Greater China and the broader Asia‑Pacific region.

Required skills