Customer Technical Services Analyst II

About the role

Mastercard is seeking a Customer Technical Services Analyst II to join its Customer Technical Services (CTS) team in Singapore. The role serves as a single point of contact for scheme participants and internal partners, providing end‑to‑end technical support and driving system processing changes.

Key responsibilities

• Provide operational and technical support for a wide variety of customer issues, ensuring resolution within service level agreements.
• Interact with customers via approved channels, capture detailed issue information, and communicate status updates.
• Collaborate with internal business partners to support the implementation of new products or technology enhancements.
• Lead medium‑sized projects and initiatives as an individual contributor, leveraging advanced knowledge of Mastercard products.
• Develop and maintain process maps, SOPs, and technical documentation for internal use.
• Mentor junior colleagues through training and skill development.

Required profile

• Passionate about delivering an excellent customer experience.
• Highly motivated, intellectually curious, and analytical with an entrepreneurial mindset.
• Experience in operations, customer support, or service desk environments (B2B).
• Strong problem‑solving abilities and the capacity to handle routine inquiries with high‑quality resolutions.
• Excellent written and verbal communication skills.

Required skills