Mastercard
CustomerTechnicalServicesAnalystIIJapaneseMarket
“Customer Technical Services Analyst II - Japanese Market at Mastercard. Skills: technical support, issue resolution, customer satisfaction, customer retention. Provide high‑quality technical support for business (B2B) and enterprise (B2E) customers that have product and service agreements with Mastercard.. Driving overall customer satisfaction and retention through technical expertise, understanding of customers’ core business needs, and effective issue resolution.”
What You'll Achieve.
driving overall customer satisfaction and retention; timely responses; effective issue resolution
Industry & Context.
effective issue resolution; analyzing; troubleshooting; resolving technical customer support inquiries; delivering effective resolutions to complex technical inquiries; delivering high‑quality technical resolutions
rotational shift starting at 9:00am and ending at 7:00pm JST, Monday to Friday.
What They're Looking For.
Must Have
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.
Nice to Have
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.
What You'll Do.
Provide high‑quality technical support for business (B2B) and enterprise (B2E) customers that have product and service agreements with Mastercard.
Driving overall customer satisfaction and retention through technical expertise
understanding of customers’ core business needs
and effective issue resolution.
Supports customers across Mastercard’s products and platforms
including payment gateways and Open API services
while working closely with internal product
and shared services teams.
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
and Open API platform.
Serve as a subject matter expert
accountable for analyzing
and resolving technical customer support inquiries.
Ensure all customer resolution efforts adhere to Mastercard’s standard processes
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.
How You'll Work.
Team & Collaboration
working closely with internal product, application, and shared services teams; Represent the voice of the customer to product teams, application teams, and shared services groups.
Communication Scope
Business-level proficiency in Japanese and English (written and verbal); Demonstrable phone and email communication (soft) skills; communicate clearly, professionally, and empathetically with customers
Process & Methodology
Lead medium‑sized projects or initiatives as an individual contributor
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