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 easy 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 Senior Customer Technical Services Analyst Overview Provides service support for businesses B2B 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 You will need to bring with you to this role your drive to learn and develop as well as demonstrate effective communication skills in both written and verbal forms 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 large to mid-sized projects initiatives as an individual contributor with specialized knowledge of Mastercard s 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