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Analyst, Customer Technical Services - Mobile Payment Gateway in Cairo, Egypt

Mastercard
Cairo, Egypt
Posted 4 years ago
89People have clicked1 open position
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Job Description

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
  • 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 small-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline

Job Requirements

  • 2 to 5 years of 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 skills, including negotiation and conflict resolution.
  • Previous customer service experience and exposure to customer service tools and operating procedures is a strong plus
  • 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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