Customer Technical Services Analyst

About the role

The Customer Technical Services Analyst provides high‑quality technical support for Mastercard’s B2B and B2E customers in Japan. The role focuses on delivering reliable service for payment gateway and Open API products while ensuring strong customer satisfaction.

Key responsibilities

• Provide high‑level technical support for B2B and B2E customers across Mastercard’s payment gateways and Open API services.
• Deliver Level 1 and Level 2 troubleshooting, analysis and resolution of technical inquiries.
• Act as a subject‑matter expert, representing the customer voice to product, application and shared‑services teams.
• Maintain long‑term customer relationships and ensure timely issue resolution.
• Identify and lead process improvements and medium‑sized projects as an individual contributor.

Required profile

• Prior experience supporting the Japanese market and understanding of Japanese business culture.
• Ability to work a rotational shift from 9:00 am to 7:00 pm JST, Monday‑Friday (excluding national holidays).
• Strong technical aptitude and problem‑solving skills.

Required skills

• Payment gateway solutions
• Open API platforms
• Technical troubleshooting (Level 1 & Level 2)