Customer Technical Services Analyst II-2

About the role

Mastercard is seeking a Customer Technical Services Analyst II-2 to provide service support for its B2B and B2E customers who have product and service agreements with the company. The role focuses on ensuring overall customer satisfaction and retention by understanding core business needs and Mastercard products.

Key responsibilities

• Deliver high‑level technical customer service and support in line with established policies.
• Analyze, support and troubleshoot customer technical inquiries, offering alternative solutions when needed.
• Contribute to testing initiatives to identify improvement opportunities with the voice of the customer in mind.
• Implement process improvements and recommend enhancements to service delivery.
• Lead small‑sized projects or initiatives as an individual contributor with specialized product knowledge.
• Review customer issue logs, propose resolutions, and escalate complex cases.
• Gain exposure to Mastercard products and services within a specific discipline.
• Provide guidance to less experienced team members when required.

Required profile

• Experience troubleshooting and responding to routine customer inquiries with high‑quality resolutions.
• Experience assisting on process‑improvement initiatives following standard procedures.
• Experience delivering technical resolutions in a timely manner.

Required skills

• Technical troubleshooting