Customer Technical Services Analyst
Position Title: Analyst, Customer Technical Services
Overview
The Ethoca Customer Experience & Engagement team is looking for an Analyst, Customer Technical Services to drive our customer experience strategy forward by consistently innovating and problem‐solving. This customer‐facing position plays a key role in supporting existing accounts to ensure Ethoca's services are delivered according to our best‐in‐class standards.
Role
* Support live customers with account updates and their operations.
* Create a positive customer service experience by understanding and meeting customer needs quickly and professionally.
* Act as a conduit between internal and external stakeholders while successfully managing expectations and competing demands.
* Maintain expertise on all internal systems, support and onboarding processes.
All About You
* Be a proficient English and Mandarin speaker.
* Enjoy interacting directly with customers and learning about their business.
* Have 2+ years of work experience with technical customer‐facing roles.
* Have the flexibility to support international time zones for our global customer support, with priority for APAC.
* Be quick on your feet – you thrive in a fast, changing environment.
* Have eligible long‐term work rights for Australia.
Assets, But Not Required
* Experience working with multiple tools and systems such as Postman, JIRA, Splunk, Azure, SQL.
Corporate Security Responsibility
* 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.
* Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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