Customer Technical Services Specialist
4 weeks ago
Job Summary
We are seeking a highly motivated and analytical Customer Technical Services Analyst II-2 to join our Global Customer Care team in Copenhagen. As a key member of our team, you will provide operational and technical support to customers, analyzing complex issues and collaborating with internal business partners to implement new products and technologies.
Key Responsibilities
- Provide technical support to customers, analyzing and resolving complex issues in a timely manner
- Collaborate with internal business partners to implement new products and technologies, ensuring customer voice is taken into account
- Develop and implement process improvements to enhance customer service delivery and minimize inefficiencies
- Lead medium-sized projects/initiatives as an individual contributor, with advanced knowledge of Mastercard's products and services
- Assist in training and providing guidance to junior Customer Support Representatives
- Work on shift rotation to provide 24/7 support coverage
Requirements
- Experience in Customer Technical Services for business (B2B)
- Advanced problem-solving skills, with ability to troubleshoot and respond 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, and settlement
- Proven ability to interface directly with customers on most challenging/complex issues
- Experience supporting implementation of new products or product enhancements, with Voice of the Customer at the forefront
- Experience implementing process improvements according to standard procedures
- Willingness to work in a 24/7 shift environment
- Familiarity with ITIL framework
- Speaking Danish or Norwegian is a plus, but not a must
Security Responsibility
All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization. As a result, 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
- Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines
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