customer technical services analyst i-116642 in pune

posted
contact
randstad india
position type
temporary
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posted
location
pune, maharashtra
function
Information Technology
position type
temporary
experience
7-13
reference number
55413
contact
randstad india

job description

customer technical services analyst i-116642 in pune

Customer Technical Services Analyst IWho is Mastercard? Mastercard is a global technology company in the payments industry. Ourmission is to connect and power an inclusive, digital economy that benefitseveryone, everywhere by making transactions safe, simple, smart, andaccessible. Using secure data and networks, partnerships and passion, ourinnovations and solutions help individuals, financial institutions,governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do insideand outside of our company. With connections across more than 210 countriesand territories, we are building a sustainable world that unlocks pricelesspossibilities for all. Overview The Global Customer Service team is looking for a Customer Technical ServicesAnalyst to drive our customer experience strategy forward by consistentlyinnovating and problem-solving. The ideal candidate is passionate about thecustomer experience journey, highly motivated, intellectually curious,analytical, and possesses an entrepreneurial mindset. Global Customer Service acts as a single point of contact for our externalcustomers and internal business partners. GCS completes analysis of widevariety of customer's business and technical inquiries, providing end-to-endownership. GCS is in essence 'The face of MasterCard' to ensure our customersreceive world class support. Purpose of job \- Provide operational and technical support for customers analyzing a widevariety of issues, determine needed actions, and follow through to resolution \- Interact with customers to provide information in response to inquiriesabout products or services and handle and resolve customer issues viatelephone and electronic communications (e-mail) Role • Capture detailed and accurate information about issues, concerns andenhancements • SLAs and daily deliverables • Resolving and responding to clients issues- quickly • Meet or exceed target departmental objectives related to key performance onissue resolution, customer satisfaction and overall availability to handlecustomer inquiries • Liaise with regional and country teams to understand the dynamics of themarket and potential service and efforts needed to support operationalinquiries • Provide world class support leveraging our Shared Service support modelwhile integrating new procedures across a regional and global network • Communicate frequently and clearly with different products and understandfuture enhancements • Create documentation materials to be leveraged in a re-useable scalable wayso that the product line can be supported on a global level with minimaleffort All About You • Have a good understanding of Core Payment Products (Credit Card/Pre-paidcard/Debit Card) • Must be familiar with Card Payment Industries (Mastercard, Visa, Issuer &Acquirer) • Card domain knowledge • Technical knowledge on SQL/Unix • Minimum 3-4 years of experience in Card domain/BPO or KPO operations andwilling to work in 16/7 shift environment • Advanced interpersonal and team oriented skills • Advanced written and verbal communications skills • Ability to adapt personal work style to accommodate an ever changing,diverse and global environment • Ability to organize and prioritize multiple tasks simultaneously based oncurrent business needs Specific Skills needed • You should be able to display superior Customer Service • Must have financial acumen and understanding of the four party process model

skills

Sql/Unix

qualification

B.E/B.Tech