Job Title


Analyst, Customer Technical Services - Loyalty products and services


Overview


Provides service support for businesses (B2B) that have agreements with Mastercard for any of the Loyalty suite of products and services (Rewards, benefits & offers)
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 Mastercards 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 & Skills


Experience assisting on process improvement initiatives according to standard procedures
Experience troubleshooting and responding to routine customer inquiries with high quality resolutions
Experience delivering technical resolutions in a timely manner
Analytical skills
Intermediate+ SQL queries
Basic knowledge of IT structures (networks, infra-structure, web services, coding, frameworks)
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