B2B Customer Technical Support and Services Expert
5 days ago
About the Position:
We are seeking a skilled Customer Technical Services Analyst II to join our team in Copenhagen and Norway. As a member of our Customer Technical Services team, you will play a critical role in supporting Mastercard Payment Services, providing technical support and resolving customer issues in a 24/7 environment.
Main Responsibilities:
- Provide technical support to customers, analyzing various issues and determining needed actions.
- Interact with customers to provide information and handle customer issues, adhering to approved channels and SLAs.
- Capture detailed information on customer issues, concerns, and enhancements, driving continuous improvement initiatives.
- Collaborate with internal teams to implement new products or technology enhancements, incorporating customer feedback throughout the process.
- Resolve customer issues promptly, meeting or exceeding key performance metrics, including issue resolution, customer satisfaction, and overall availability.
- Improve processes, recommending enhancements to customer service delivery and minimizing inefficiencies.
- Support junior team members in their professional growth, providing coaching and guidance to ensure seamless handoffs.
- Maintain confidentiality and integrity when handling sensitive customer information, adhering to company policies and procedures.
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