Description
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Customer Technical Services Analyst II The role:Mastercard Processing S.A. is a fully Mastercard owned processing asset, a brand agnostic payment processing company. Over the past few years Mastercard Processing S.A. has developed its business and expanded into other EU countries. We offer comprehensive payment solutions to banks, financial institutions and non-traditional issuers (i.e. FinTech, retailers). We drive innovation in the area of card processing covering both physical and digital space.
Mastercard Processing S.A. has invested in the best-in-class solutions in order to support end-to-end product lifecycle including a wide range of value-added services, as well as customer support via different servicing channels. Mastercard Processing S.A. mission is to deliver innovative and reliable payment processing solutions. Our company leverages industry best practices combined with payment expertise to drive client revenue and profitability.
According to the Company's development and opening new business opportunities we are looking for Customer Technical Support Analyst with basic experience.
This position will be accountable for provide end to end operational and technical support for existing customers according to established policies and procedures to ensure excellent professional standards and quality within agreed SLA.
Monitors day-to-day operations to ensure that support delivered to consumers meets established product/service standards and follows Global Customer Support policies and procedures.
All About You:
- Basic experience in operational and technical support delivery to B2B customers;
- Responds to customer requests received via a number of channels including telephone calls and emails, ensuring that SLAs and KPIs in 24/7 system;
- Accountable for end to end process ownership of Customer service requests to resolve issues timely;
- Basic experience troubleshooting and responding to routine consumer product/service inquiries with high quality resolutions;
- Well versed in current products, services and processes support practices and tools including: troubleshooting, issue tracking, log investigation and ticket management;
- Demonstrated knowledge and understanding of Mastercard and Visa rules and policies is nice to have;
- Excellent written and spoken Polish and English (other languages are welcome);
- At least Bachelor`s degree or during studies, preferably in finance or similar area;
- Fast learner, sharp thinking, investigative mind and true dedication to solve customer problems;
- Good team player with strong verbal and interpersonal communication skills;
- Know-how of the card and finance industry is nice to have.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, 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, and
Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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