Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.
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Title and Summary
Customer Technical Services Analyst II
Overview
Customer Technical Services (CTS) in Global Customer Care (GCC) is creating a new team to support Mastercard Payment Services. The team is based in Copenhagen and Norway and will act as the single point of contact to Schemes, Data Centrals, Participants and Business for their technical queries and or solve any issues with support coverage of 24/7.
Role
• Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution
• Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via approved support channels
• Capture detailed and accurate information issues, concerns, and enhancements
• Collaborates with internal business partners to facilitate and support the internal implementation of any new product or technology enhancement, ensuring that customer ' voice' is taken into account
• Responding and resolving to customers issues while meeting SLAs
• Meet or exceed target departmental objectives related to key performance on issue resolution, customer satisfaction and overall availability to handle customer inquiries
• Implements process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies
• Leads medium-sized projects/initiatives as an individual contributor with advanced knowledge of Mastercard's products/services within a particular discipline
• Assist in training and providing guidance to junior Customer Support Representative
• Work on Shift rotation to provide 24/7 support coverage
All About you
The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
• Experience in Customer Technical service for business (B2B)
• Advanced problem-solving skills troubleshooting and responding to routine customer inquiries with high quality resolutions
• Excellent written and verbal communication skills
• Experience in Real Time Payment solutions and/or card operations with emphasis on authorizations, clearing, settlement is a plus
• Proven ability to interface directly with customers on most challenging/complex issues
• Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront
• Experience implementing process improvements according to standard procedures
• Willing to work in 24/7 shift environment
• Familiar with ITIL framework
• Speaking Danish or Norwegian is a plus but not a must
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.