Job Title: Customer Technical Services Analyst I
Overview: Part of a Global Support team within the Global Customer Delivery & Care (GCD&C), department providing support and triage services to global business partners and customers at all levels within the organization.
GCD&C currently provides global support to customers based out of a multitude of regional offices.
It is equally important for the position to develop a great understanding of all technical changes and how this will directly impact our customers or business partners.
Responsibilities: Provide customer service to our customers and business partners and manage daily workflow coordination of inbound support inquiries.Act as the front line liaison to our customers and business partners to provide initial triage and diagnostic processes to determine customer impact.Deep understanding of accessing root databases and ability to run manual queries and interpret results to analyze platform activities and correlation to customer queries.Deliver quality intelligence and responses to customers in a technical but interpretable manner.Adhere to any committed Service Level Agreements (SLA's), Data Usage & Protection/Privacy, and PCI policies.Collaborate across second level and development teams to discuss escalated and advanced technical issues.Obtain a great knowledge of key systems and products to become a technical SME within the GCD&C Support Team.Act as liaison between the business and technical teams in areas such as development, testing teams, quality assurance, and product owners.Interpret technical layouts and designs.Prioritize and identify cross application/system enhancements to improve team efficiency.Determine development impacts to current processing and work with development and users to ensure accuracy of enhancements.Assist with the development and execution of test plans.Perform analysis of system requirements and work closely with developers.Assist with review sessions of technical requirements.Document and coordinate audit controls and PCI requirements.Education: Bachelor's degree in Information Systems or equivalent combination of relevant experience and education.
Knowledge / Experience: Experience in a related field; prior work experience preferred minimum 6 months to 1 year experience.
Good customer service skills.
Communication across and up an organization.
Demonstration of MC Core Competencies.
Technical support/customer service experience in a B2B environment.
Skills/ Abilities: High degree of initiative and self-motivation with a willingness and ability to learn and take on challenging opportunities.
Must be a team player, detail-oriented, proactive, and have the ability to function under pressure in an independent environment; possess leadership initiative and self-motivation to drive results.
Ability to work with global business partners at all levels within the organization demonstrating strong communication skills (both verbal and written).
Possess strong relationship management, collaboration, organizational, and prioritization skills with a sense of urgency.
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