Senior Customer Technical Services Analyst-2

3 weeks ago


Oslo, Oslo County, Norway Mastercard Full time

About the Role

We are seeking a highly skilled Technical Customer Support Analyst to join our Global Customer Care team in Copenhagen and Norway. As a key member of our team, you will be responsible for providing exceptional technical support to our customers, analyzing complex issues, and collaborating with internal business partners to implement new products and technologies.

Key Responsibilities

  1. Provide technical support to customers via approved channels, resolving issues and meeting Service Level Agreements (SLAs).
  2. Collaborate with internal teams to implement new products and technologies, ensuring customer needs are met.
  3. Develop and maintain process maps, SOPs, and technical documentation for internal use.
  4. Lead medium-sized projects/initiatives as an individual contributor, with advanced knowledge of Mastercard's products and services.
  5. Mentor junior colleagues to develop skills and capabilities across the team.

Requirements

  1. Experience in Operations, Customer Support, Service Desk, or related fields (B2B).
  2. Advanced problem-solving skills, with ability to troubleshoot and respond to complex customer inquiries.
  3. Excellent written and verbal communication skills.
  4. Experience in card operations, with emphasis on authorizations, clearing, settlement, and real-time payments.
  5. Proven ability to interface directly with customers on complex issues.
  6. Experience implementing process improvements according to standard procedures.
  7. Experience creating Knowledge articles, SOPs, and Operational Processes.
  8. Familiar with ITIL framework.

What We Offer

As a Technical Customer Support Analyst at Mastercard, you will have the opportunity to work in a dynamic and inclusive environment, with a focus on customer satisfaction and excellence. We offer a competitive salary, benefits package, and opportunities for professional growth and development.

Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization. As a Technical Customer Support Analyst, you will be responsible for information security and must abide by Mastercard's security policies and practices.



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