Customer Technical Services Analyst II-2: Delivering Exceptional Customer Experiences

2 days ago

Oslo, Oslo County, Norway Mastercard Full time

About Mastercard

We are a global technology company that connects and powers an inclusive, digital economy. Our mission is to make transactions safe, simple, smart, and accessible for everyone, everywhere.

Our Culture

We value diversity, equity, and inclusion in all aspects of our business. Our decency quotient, or DQ, drives our culture and everything we do. We believe that our differences enable us to be a better team, making better decisions, driving innovation, and delivering better business results.

Job Summary

We are seeking a highly motivated and analytical Customer Technical Services Analyst II-2 to join our Global Customer Care team. 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

  1. Provide expert technical support to customers, analyzing and resolving complex issues in a timely and efficient manner.
  2. Interact with customers to provide information and resolve issues via approved support channels, ensuring high-quality resolutions and excellent customer satisfaction.
  3. Capture detailed and accurate information on issues, concerns, and enhancements, and collaborate with internal teams to implement process improvements.
  4. Collaborate with internal business partners to facilitate the implementation of new products and technologies, ensuring that customer 'voice' is taken into account.
  5. Meet or exceed target departmental objectives related to key performance indicators, including issue resolution, customer satisfaction, and availability to handle customer inquiries.
  6. Implement process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies.
  7. Lead medium-sized projects/initiatives as an individual contributor, with advanced knowledge of Mastercard's products and services within a particular discipline.
  8. Assist in training and providing guidance to junior Customer Support Representatives.
  9. Work on shift rotation to provide 24/7 support coverage.

Requirements

  1. Experience in Customer Technical service for business (B2B) with a strong understanding of technical support principles and practices.
  2. Advanced problem-solving skills, with the ability to troubleshoot and respond to complex customer inquiries with high-quality resolutions.
  3. Excellent written and verbal communication skills, with the ability to interact with customers and internal teams effectively.
  4. Experience in Real Time Payment solutions and/or card operations with emphasis on authorizations, clearing, settlement is a plus.
  5. Proven ability to interface directly with customers on the most challenging/complex issues.
  6. Experience supporting the implementation of new products or product enhancements with the Voice of the Customer at the forefront.
  7. Experience implementing process improvements according to standard procedures.
  8. Willingness to work in a 24/7 shift environment.
  9. Familiarity with the ITIL framework.
  10. 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. 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;
  • Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

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