Associate Analyst, Customer Technical Services

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

Associate Analyst, Customer Technical Services

Job Description:
Customer Technical Services supports customers on Account to Account products in the domestic market, such as Betalingsservice, Leverandørservice and Overførselsservice.

As a Customer Technical Services Analyst I, you will be joining an open and sharing community with highly skilled colleagues and a great place to work. Your key tasks will be supporting existing and new customers in onboarding, testing and technical support.

Primary responsibilities
Ensure best-in-class customer technical support on payment solutions
Case handling of incoming customer service requests on both phone and emails
Consulting customer on best use of our payment technology
Advisor in customers onboarding and offer technical support
Update and optimisation of internal processes
Be part of testing and consulting for new services and solutions
Participate in meetings with customers and external stakeholders
Actively contribute to the team’s performance though engagement and collaboration

Competence and experience
Financial education or equivalent work experience
Preferably work experience within customer service
Experience with support on payment solutions or similar
Experience with case handling through phone, email and other digital channels
Strong communicative skills in Danish and English, both orally and in writing
Excellent understanding of customer needs and the ability to set high standards for the customer experience
Contribute to follow and optimize internal processes
Excellent IT skills

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.