Customer Technical Services Analyst

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

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 excluding Japan national holidays.

Key Responsibilities

Customer & Technical Support

- 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.

Customer Experience & Advocacy

- 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.

Continuous Improvement & Leadership

- 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.

Experience & Qualifications

- 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.

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.