Customer Technical Services Analyst II
Mastercard
5 - 10 years
Pune
Posted: 07/09/2025
Job Description
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 IIOverview• 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 across a diverse and complex array of customer inquires
• Contributes to customer experience by supporting Mastercard's open API Platform as well as providing Level 1 and Level 2 technical gateway and development sandbox support
• Serves as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquires
• Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures
• Represents the voice of the customer to product line, application team and shared services group
• Conducts testing and support to identify opportunities for improvements with customer experience at the forefront
• Leads medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline
• Provides guidance to less experienced team members
Experiences
• Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
• Experience implementing process improvements according to standard procedures
• Experience serving as the go-to person for delivering high quality 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.
About Company
Mastercard is a leader in payment technology, offering secure solutions such as credit, debit, and prepaid cards. It facilitates billions of transactions globally and focuses on innovation with mobile wallets and digital payment services, transforming the payments industry.
Services you might be interested in
File Your ITR Now
Don’t wait for the deadline to stress you out!
Smart, fast, and reliable ITR filing for 2024-25. Submit your details today.