Mastercard Technical Service Expert
1 month ago
About the Role
We are seeking a skilled Customer Technical Services Analyst II-2 to join our team at Mastercard Payment Services Denmark A/S. As a key member of our Global Customer Care (GCC) team, you will provide exceptional technical support to our customers, ensuring their issues are resolved efficiently and effectively.
Key Responsibilities
- Provide operational and technical support to customers, analyzing complex issues and determining needed actions for resolution.
- Interact with customers via approved support channels to provide information and resolve customer issues while meeting SLAs.
- Capture detailed and accurate information on issues, concerns, and enhancements, collaborating with internal business partners to facilitate the implementation of new products or technology enhancements.
- Respond to and resolve customer issues in a timely manner, meeting or exceeding target departmental objectives related to key performance indicators.
- Implement process improvements and formulate recommendations to enhance customer service delivery and minimize inefficiencies.
- Lead 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 Representatives.
- Work on shift rotation to provide 24/7 support coverage.
Requirements and Qualifications
To be successful in this role, you should possess:
- Experience in Customer Technical service for business (B2B).
- Advanced problem-solving skills for 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 the implementation of new products or product enhancements with the Voice of the Customer at the forefront.
- Experience implementing process improvements according to standard procedures.
- Familiarity with ITIL framework.
What We Offer
In addition to a competitive salary of approximately DKK 55,000 - 70,000 per month (based on qualifications and experience), we offer a range of benefits and opportunities for growth and development.
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