Senior Specialist, Customer Technical Services - Contractor Role in Cairo, Egypt

Mastercard - Cairo

243 people have clicked
Experience Needed:
More than 5 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Confidential
Languages:
Arabic, English
Vacancies:
1 open position
About the Job

The B2B payments technology team is developing new, cutting-edge, technology to streamline B2B payments worldwide

This role will be integral to the successful launch and support of this new technology

Questions:

  • Are you an experienced software professional who is passionate about innovative technology and its potential to help create a world beyond cash?
  • Can you plan test strategy and acceptance criteria keeping end customer needs – functional, non-functional, and user experience - in mind?
  • Love being hands on and can write code to break software as part of ensuring highest software quality and stability?
  • Can you scale your communication at all levels starting from engineers to program managers to product managers?

Role

  • Responsible for all aspects of operations support for existing customers, including process, business and technical consultation
  • Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues
  • Guides customers through training documents may provide alternative solutions
  • Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues within a service level contract to avoid financial penalties
  • Accountable for developing and maintaining customer support guidelines, metrics, tools and practices throughout the customer life cycle
  • Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
  • Meets with Customers and MasterCard teams to conduct inquiry reviews and to identify technology or process enhancements
Job Requirements
  • Experience using Mastercard tools, systems, and documentations to resolve moderately difficult customer issues, and guiding junior members to Mastercard resources
  • Success in answering and completing customer service inquiries; demonstrates strategic and preventative thinking with moderately difficult concepts
  • General understanding of software patterns and concepts, programming languages, database structures, and related operational protocols
  • Some ability to deliver customer training
About this Company

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has... (More)

See all Careers and Jobs at Mastercard