الرئيسية / الوظائف / 7178 مشاهدة27 أغسطس 2020


Customer Technical Services Analyst - Mastercard - STJEGYPT



Customer Technical Services Analyst - Mastercard - STJEGYPT

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Work Type : Full Time
Experience : 0-3 Years




Gender : male and female
Salary: not mentioned
Salary Type : Net Salary
Location: Cairo, EG
Our Purpose


We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making 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 decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. 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.


Job Title


Customer Technical Services Analyst


Overview
Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
Builds long-term customer relationships and ensures timely response and resolution of issues
Responsibilities
Enhances customer experience by providing high level technical customer service and support according to established policies and procedures
Serves as technical resource accountable for analyzing, supporting and troubleshooting customer technical support inquires; provides alternate solutions as needed
Contributes to testing efforts to identify opportunities for improvements with the voice of the customer in mind
Implements process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies
Assumes responsibility for small-sized projects/initiatives as an individual contributor with specialized knowledge of Mastercard products/services within a particular discipline
Reviews customer issue logs and proposes resolutions, escalating issues that require more advanced knowledge
Gains exposure to Mastercard products/services within a particular discipline or product line
May provide guidance to less experienced team members
Experiences
Experience troubleshooting and responding to routine customer inquiries with high quality resolutions
Experience assisting on process improvement initiatives according to standard procedures
Experience delivering technical resolutions in a timely manner
Due to COVID-19, most of our employees are working from home. We have implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we are all in this together.


Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.


If you require accommodations or assistance to complete the online application process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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