Know ATS Score
CV/Résumé Score
  • Expertini Resume Scoring: Our Semantic Matching Algorithm evaluates your CV/Résumé before you apply for this job role: Customer Technical Services Analyst II.
Singapore Jobs Expertini

Urgent! Customer Technical Services Analyst II Job Opening In Singapore, Singapore – Now Hiring Mastercard

Customer Technical Services Analyst II



Job description

Overview

Customer Technical Services (CTS) acts as a single point of contact for Schemes, Participants, business, and internal business partners, analyzing a wide variety of customer inquiries and providing end-to-end ownership of issues.

CTS provides first and second-level technical support and drives system processing changes on behalf of Mastercard customers.

Takes intelligence gained from servicing customers’ technical needs and provides feedback on business and process improvements to improve customer experience.

The Role

  • Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution
  • Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via approved support channels
  • Capture detailed and accurate information about issues, concerns and enhancements
  • Collaborate with internal business partners to facilitate and support the internal implementation of any new product or technology enhancement, ensuring that customer voice is taken into account
  • Responding and resolving customers issues while meeting SLAs
  • Meet or exceed target departmental objectives related to key performance on issue resolution, customer satisfaction and overall availability to handle customer inquiries
  • Implement process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies
  • Lead medium-sized projects/initiatives as an individual contributor with advanced knowledge of Mastercard's products/services within a particular discipline
  • Devise, maintain, and manage process maps, SOPs & technical documentation for internal use
  • Mentor junior colleagues by providing training to develop skills and capabilities across the team

All About You

  • The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.

  • Experience in Operations, Customer Support, Service Desk or related fields (B2B)
  • Advanced problem-solving skills troubleshooting and responding to routine customer inquiries with high quality resolutions
  • Excellent written and verbal communication skills
  • Experience in card operations with emphasis on authorization, clearing, settlement and real-time payments is a plus
  • Proven ability to interface directly with customers on most challenging/complex issues
  • Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront
  • Experience implementing process improvements according to standard procedures
  • Experience creating knowledge articles, SOPs and Operational Processes
  • Willing to work in a 12 hour shift team environment with rotational work schedule that provides 24/7 global support to business stakeholders
  • Proactively seeks out opportunities to improve support, software, and user experiences
  • Familiar with ITIL framework

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.

Seniority level

  • Mid-Senior level

Employment type

  • Full-time

Job function

  • Information Technology

Industries

  • Financial Services, IT Services and IT Consulting, and Technology, Information and Internet

#J-18808-Ljbffr


Required Skill Profession

Customer Service



Your Complete Job Search Toolkit

✨ Smart • Intelligent • Private • Secure

Start Using Our Tools

Join thousands of professionals who've advanced their careers with our platform

Rate or Report This Job
If you feel this job is inaccurate or spam kindly report to us using below form.
Please Note: This is NOT a job application form.


    Unlock Your Customer Technical Potential: Insight & Career Growth Guide


  • Real-time Customer Technical Jobs Trends in Singapore, Singapore (Graphical Representation)

    Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Customer Technical in Singapore, Singapore using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 8197 jobs in Singapore and 6841 jobs in Singapore. This comprehensive analysis highlights market share and opportunities for professionals in Customer Technical roles. These dynamic trends provide a better understanding of the job market landscape in these regions.

  • Are You Looking for Customer Technical Services Analyst II Job?

    Great news! is currently hiring and seeking a Customer Technical Services Analyst II to join their team. Feel free to download the job details.

    Wait no longer! Are you also interested in exploring similar jobs? Search now: .

  • The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Mastercard adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:
    • 1. Independence
    • 2. Loyalty
    • 3. Impartiality
    • 4. Integrity
    • 5. Accountability
    • 6. Respect for human rights
    • 7. Obeying Singapore laws and regulations
  • What Is the Average Salary Range for Customer Technical Services Analyst II Positions?

    The average salary range for a varies, but the pay scale is rated "Standard" in Singapore. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

  • What Are the Key Qualifications for Customer Technical Services Analyst II?

    Key qualifications for Customer Technical Services Analyst II typically include Customer Service and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.

  • How Can I Improve My Chances of Getting Hired for Customer Technical Services Analyst II?

    To improve your chances of getting hired for Customer Technical Services Analyst II, consider enhancing your skills. Check your CV/Résumé Score with our free Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.

  • Interview Tips for Customer Technical Services Analyst II Job Success
    Mastercard interview tips for Customer Technical Services Analyst II

    Here are some tips to help you prepare for and ace your job interview:

    Before the Interview:
    • Research: Learn about the Mastercard's mission, values, products, and the specific job requirements and get further information about
    • Other Openings
    • Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.
    • Dress Professionally: Choose attire appropriate for the company culture.
    • Prepare Questions: Show your interest by having thoughtful questions for the interviewer.
    • Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.
    During the Interview:
    • Be Punctual: Arrive on time to demonstrate professionalism and respect.
    • Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.
    • Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.
    • Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.
    • Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.
    • Follow Up: Send a thank-you email to the interviewer within 24 hours.
    Additional Tips:
    • Be Yourself: Let your personality shine through while maintaining professionalism.
    • Be Honest: Don't exaggerate your skills or experience.
    • Be Positive: Focus on your strengths and accomplishments.
    • Body Language: Maintain good posture, avoid fidgeting, and make eye contact.
    • Turn Off Phone: Avoid distractions during the interview.
    Final Thought:

    To prepare for your Customer Technical Services Analyst II interview at Mastercard, research the company, understand the job requirements, and practice common interview questions.

    Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Mastercard's products or services and be prepared to discuss how you can contribute to their success.

    By following these tips, you can increase your chances of making a positive impression and landing the job!

  • How to Set Up Job Alerts for Customer Technical Services Analyst II Positions

    Setting up job alerts for Customer Technical Services Analyst II is easy with Singapore Jobs Expertini. Simply visit our job alerts page here, enter your preferred job title and location, and choose how often you want to receive notifications. You'll get the latest job openings sent directly to your email for FREE!