FAQs
What is the main purpose of the Customer Technical Services Analyst role?
The main purpose is to deliver a world-class customer experience by promptly and accurately responding to customer inquiries, supporting onboarding and account management, troubleshooting technical issues, and embodying the company's STAR principles (Speed, Transparency, Advice, and Reliability).
What kind of training will be provided for this role?
Extensive in-house training will be provided to ensure a strong understanding of Ethoca's products, allowing the Customer Technical Services Analyst to effectively address customer requests.
What type of customer interactions will I be handling?
You will primarily handle customer interactions online, with about 90% of inquiries submitted via online or email channels and the remaining 10% through internal account management and direct calls.
What are the required skills and experience for this position?
A minimum of 2 years of experience in a customer service environment, excellent communication skills, attention to detail, organization skills, proficiency in MS Office, and the ability to work independently and as part of a team are required.
Are there any preferred qualifications for applicants?
Preferred qualifications include prior experience in a commercial or business-to-business customer service environment, knowledge of Salesforce or other CRM tools, post-secondary studies in business or hospitality/tourism management, and proficiency in another language.
What is the work schedule for this position?
The work schedule is flexible, servicing a global customer base between Sunday and Friday from 7:00 a.m. to Midnight ET, with shifts determined by customer demand.
Is prior knowledge of the payments ecosystem required for this job?
While not explicitly required, a passion for customer service and the ability to learn quickly will be beneficial, as extensive training on the company's products will be provided.
What kind of company culture does Ethoca promote?
Ethoca promotes a culture that values boldness, innovation, and commitment, encouraging employees to take ownership of their work and strive for excellence.
Does Mastercard support diversity and inclusion in the hiring process?
Yes, Mastercard is an inclusive equal opportunity employer that considers applicants without regard to characteristics such as gender, gender identity, sexual orientation, race, ethnicity, disability, or veteran status.
What responsibilities does a Customer Technical Services Analyst have in terms of documentation?
Responsibilities include compiling and maintaining all required records and documents, as well as making Salesforce entries for all communication with customers.