Job Title
Senior Analyst, Customer Technical Services
Overview
Mobile Payment Gateway (MPG) is a mobile payment ecosystem in Egypt. MPG has has been established to introduce a society-wide transformation from cash to digital, and mark a major milestone in the countrys push towards a cashless future. The MPG mobile wallet solution has been developed and is operated by Mastercard.
Customer Technical Services Team provides technical and operational support to business-to-business (B2B) customers that have product or service agreements with Mastercard.
Customer Technical Services – MPG Senior Customer Technical Services Analyst will:
Provide operational and technical support and consultancy to all the participants of the MPG ecosystem, analyzing a wide variety of issues, determine needed actions, and follow through to resolution.
Be responsible for overall satisfaction and retention of the MPG customers through knowledge of their business and product
Build long-term customer relationship and ensures timely response and resolution of issues
Responsibilities
Enhance customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquiries and through multiple communication channels (email, phone, chat)
Serve as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquiries
Simulate or recreate user issues to resolve operating difficulties
Ensure that customer resolution efforts adhere to Mastercard standard processes and procedures
Represent the voice of the customer to product team, application team and shared services group
Identify opportunities for improvements with customer experience at the forefront
Collaborate with others in support of products, processes and problem resolution.
Lead and/or participate in customer visits for training, education and operational support
Provide guidance to less experienced team members
Leads medium-sized projects/initiatives as an individual contributor with knowledge of Mastercards products/services within a particular discipline
Knowledge/Experience
Technical/operations experience within payments industry or fin-tech company and a strong knowledge in the field of digital payments and/or mobile wallets ecosystems
Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
Advanced analytical, problem resolution and project management skills, including negotiation and conflict resolution.
Previous customer service experience and exposure to customer service tools and operating procedures is a strong plus
Experience implementing process improvements
Excellent interpersonal skills and written and verbal communication skills
Ability to adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs.
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