Senior Customer Technical Services Analyst

5 days ago

Oslo, Oslo County, Norway Mastercard Full time

About Us

At Mastercard, we're committed to connecting and powering an inclusive, digital economy that benefits everyone, everywhere. We make transactions safe, simple, smart, and accessible using secure data and networks, partnerships, and passion. Our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.

Our Culture

We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.

The Role

We're creating a new team to support Mastercard Payment Services. The team will be based in Copenhagen and Norway and will act as the single point of contact to Schemes, Data Centrals, Participants, and Business for their technical queries and issues. The team will provide operational and technical support for customers, analyzing a wide variety of issues, determining needed actions, and following through to resolution.

Key Responsibilities

  • Provide operational and technical support for customers, analyzing a wide variety of issues, determining needed actions, and following through to resolution.
  • Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via approved support channels.
  • Capture detailed and accurate information about issues, concerns, and enhancements.
  • Collaborate with internal business partners to facilitate and support the internal implementation of any new product or technology enhancement, ensuring that customer 'voice' is taken into account.
  • Responding and resolving to customers' issues while meeting SLAs.
  • Meet or exceed target departmental objectives related to key performance.
  • Implements process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies.
  • Leads medium-sized projects/initiatives as an individual contributor with advanced knowledge of Mastercard's products/services within a particular discipline.
  • Devise, maintain, and manage Process maps, SOP & technical documentation for internal use.
  • Act as the team point of contact for other teams and representing the team in internal projects.
  • Mentor junior colleagues by providing training to develop skills and capabilities across the team.

Requirements

  • Experience in Operations, Customer Support, Service Desk, or related fields (B2B).
  • Advanced problem-solving skills, troubleshooting, and responding to routine customer inquiries with high-quality resolutions.
  • Excellent written and verbal communication skills.
  • Experience in card operations with emphasis on authorizations, clearing, settlement, and real-time payments is a plus.
  • Proven ability to interface directly with customers on most challenging/complex issues.
  • Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront.
  • Experience implementing process improvements according to standard procedures.
  • Experience creating Knowledge articles, SOP, and Operational Process.
  • Willing to work in a 24/7 shift environment.
  • Proactively seek out opportunities to improve support, software, and user experiences.
  • Familiar with ITIL framework.

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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