Mastercard Payment Services Technical Support Specialist
4 days ago
About the Role:
Mastercard is seeking a highly motivated Customer Technical Services Analyst II to join our team. This role will be based in Copenhagen and Norway and will act as the single point of contact for customers, providing technical support and resolving issues in a 24/7 environment.
Key Responsibilities:
- Provide operational and technical support for customers, analyzing various issues and determining needed actions.
- Interact with customers to provide information in response to inquiries about products or services and handle customer issues via approved channels.
- Capture detailed and accurate information on issues, concerns, and enhancements.
- Collaborate with internal business partners to facilitate the implementation of new products or technology enhancements, ensuring that customer feedback is taken into account.
- Respond to and resolve customer issues while meeting SLAs.
- Meet or exceed target departmental objectives related to key performance metrics, including issue resolution, customer satisfaction, and overall availability to handle customer inquiries.
- Implement process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies.
- Lead medium-sized projects/initiatives as an individual contributor, leveraging 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.
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