Customer Technical Services Analyst

1 week ago

St Leonards, Australia MasterCard Full time

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations 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 inside and outside of our company. We cultivate a

culture of inclusion

for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Job Title

Customer Technical Services Analyst (Korean Speaking)

Overview
- Provide service support in Korean and English language 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
- Build long-term customer relationships and ensure timely response and resolution of issues
- Collate customer feedback and experience and shares findings with partners in Technology, Product and Delivery teams.

Role
- On-call and work on public holidays is also required on a rotational basis
- Intakes and documents detailed and accurate information on customer issues, concerns, and requests for enhancements
- Enhances customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquires
- Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures

All About You
- Mandatory experience supporting customers bilingually in both Korean and English
- Success in answering and completing technical service inquiries; demonstrates strategic, holistic, and preventative thinking with resolution concepts
- Strong ability to communicate technical solutions and concepts successfully to audiences of different technical proficiency
- 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
- Good understanding of payment networks, digital payments, push payments, and payment disruptors
- Demonstrated initiative in building relationships and partnerships with colleagues from multiple areas within your organization
- Highly beneficial to have working knowledge and experience within payment card industry operations and standards.

COVID-19 Considerations

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.

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