Customer Technical Services Analyst II - Japanese Market Job at Mastercard (Kuala Lumpur)

Job Description

The Customer Technical Services Analyst II provides high‑quality technical support for business (B2B) and enterprise (B2E) customers that have product and service agreements with Mastercard. This role is responsible for driving overall customer satisfaction and retention through strong technical expertise, understanding of customers’ core business needs, and effective issue resolution. The role supports customers across Mastercard’s products and platforms, including payment gateways and Open API services, while working closely with internal product, application, and shared services teams. The position requires prior experience supporting the Japanese market, with the ability to align service delivery to the cultural values and expectations of Japanese clients. The position operates on a rotational shift starting at 9:00am and ending at 7:00pm JST, Monday to Friday.

Job Responsibility

Provide high‑level technical customer service and support across a diverse and complex range of customer inquiries
Deliver Level 1 and Level 2 technical support for Mastercard’s technical gateway solutions, development sandbox, and Open API platform
Serve as a subject matter expert, accountable for analyzing, troubleshooting, and resolving technical customer support inquiries
Ensure all customer resolution efforts adhere to Mastercard’s standard processes, controls, and procedures
Build and maintain long‑term customer relationships, ensuring timely responses and effective issue resolution
Represent the voice of the customer to product teams, application teams, and shared services groups
Conduct testing and support activities to identify opportunities for improving customer experience, with the customer journey at the forefront
Contribute to the delivery of holistic resolutions for complex technical issues
Identify and support process improvements in accordance with standard operating procedures
Lead medium‑sized projects or initiatives as an individual contributor, leveraging knowledge of Mastercard’s products and services within a specific discipline
Provide guidance and support to less experienced team members, contributing to overall team capability

Requirements

Business‑level proficiency in Japanese and English (written and verbal) is required
Prior experience working for a Japanese company or supporting Japanese clients, with demonstrated ability to align with the cultural values and expectations of Japanese clients
Proven experience troubleshooting and delivering effective resolutions to complex technical inquiries
Experience implementing process improvements in line with standard procedures
Demonstrated ability to serve as a go‑to resource for delivering high‑quality technical resolutions in a timely manner
Prior experience working with Salesforce‑based CRM tools is strongly preferred
Demonstrable phone and email communication (soft) skills, with the ability to communicate clearly, professionally, and empathetically with customers, are a significant advantage
Experience supporting technical platforms, APIs, or gateway solutions is strongly preferred

Nice to have

Prior experience working with Salesforce‑based CRM tools is strongly preferred
Experience supporting technical platforms, APIs, or gateway solutions is strongly preferred
Demonstrable phone and email communication (soft) skills, with the ability to communicate clearly, professionally, and empathetically with customers, are a significant advantage

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Customer Technical Services Analyst II - Japanese Market

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