Customer Technical Services Analyst II
@ Mastercard

Singapore, Singapore
$85,000
On Site
Full Time
Posted 19 hours ago

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XXXXXXXX XXXXXXXXX XXXXXXXXXX***** @mastercard.com
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Job Details

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we build a sustainable economy where everyone can prosper through secure, simple, smart, and accessible digital payments.

Title And Summary

Customer Technical Services Analyst II

Overview

The Customer Technical Services (CTS) team acts as a single point of contact for Schemes, Participants, business, and internal partners. The role involves analyzing various customer inquiries and providing end-to-end issue resolution. You will provide first and second-level technical support and drive system processing changes, while capturing feedback to improve business processes and customer experience.

The Role

  • Provide operational and technical support addressing diverse customer issues.
  • Interact with customers and resolve issues via approved channels.
  • Capture detailed information on issues, concerns, and enhancements.
  • Collaborate with internal partners on product implementations and enhancements.
  • Meet or exceed departmental SLAs and performance targets.
  • Implement process improvements and create technical documentation.
  • Lead medium-sized projects as an individual contributor.
  • Mentor junior colleagues and share knowledge.

All About You

You are passionate about customer experience, motivated, analytical, and entrepreneurial. Experience in operations, customer support, or service desk roles is essential. Advanced problem-solving, excellent communication, and familiarity with ITIL are key. Experience in card operations and implementing process improvements is a plus. Flexibility to work 12-hour shifts on a rotational schedule for 24/7 global support is required.

Corporate Security Responsibility

All individuals must adhere to Mastercard’s security policies, ensuring confidentiality and integrity of information. Report any violations and complete mandatory security trainings as required.

Key skills/competency

  • Technical Support
  • Customer Service
  • Process Improvement
  • Problem-Solving
  • Documentation
  • ITIL
  • Mentoring
  • Operational Support
  • Project Leadership
  • Analytical Thinking
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How to Get Hired at Mastercard

🎯 Tips for Getting Hired

  • Research Mastercard's culture: Understand mission, values, and recent news.
  • Customize your resume: Highlight customer support and technical skills.
  • Prepare detailed examples: Share process improvement and project leadership stories.
  • Practice common technical questions: Review ITIL and troubleshooting scenarios.

📝 Interview Preparation Advice

Technical Preparation

Review ITIL fundamentals.
Practice system troubleshooting techniques.
Study process mapping documentation.
Brush up on technical support tools.

Behavioral Questions

Discuss teamwork in problem resolution.
Explain handling high-pressure customer issues.
Describe mentoring and training experiences.
Share an example of process improvement.

Frequently Asked Questions