Global Technical Support Specialist in Cairo, Egypt

Mastercard - Cairo

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Experience Needed:
More than 2 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Arabic, English
1 open position
About the Job


  • This role reports through to the Manager, Customer Operations Support in the Welwyn Garden City Office for the MasterCard Payment Gateway Services Division
  • Based within the Merchant Services space you will provide technical support to internal and external customers working a 7 day shift roster , each shift comprising of 7 hours, between 8am and 6.30pm
  • Technical support is provided to customers following phone or email requests from both internal and external customers
  • You will need to bring with you to this role your drive to learn and develop as well as demonstrate effective communication skills in both written and verbal forms


  • Manage the administration of merchant on boarding, profile configuration and reporting
  • Providing technical support to MasterCard customers, partners, service providers and other MasterCard departments for the operational support of the MasterCard Payment Gateway platform;
  • Supports and manages technical incidents that are recorded and tracked within the CRM system and where required, raised to the Engineering team for development/bug fixes.
  • Prepare and distribute communications with customers, partners, services providers and other MasterCard departments, including communications throughout incidents, as well as general reporting and informational communications;
  • Complete daily, weekly and monthly administration tasks;
  • Complete daily handover meetings with the Asia Pacific and US teams to ensure continuous follow the sun support
  • Ensure that the Manager is always informed of workload status and details of key issues;
  • Work to ensure that the team can meet or exceed agreed Service Level Agreements
  • Adhere to and follow MasterCard policies and procedures in all activities;
  • Continuously develop knowledge of all relevant MasterCard products and services;
Job Requirements
  • Solid Customer Service experience
  • Solid understanding of ITIL model. ITIL certificates are desirable
  • Knowledge of eCommerce and payments' industry products and services
  • Good understanding of the internet, web programming languages Like PHP, Java and .Net
  • Good understanding of IP networking, the 7 layers of OSI model, and client-server interaction.
  • Good understanding of programming languages like PHP, JAVA, .NET, etc...
  • Strong Numerical and application log analytical skills
  • Knowledge of Unix/Linux Operating systems - Beneficial
  • SQL database query writing - Desirable
  • Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required
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)

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